Project Manager / Program Manager / Scrum Master

Project Manager – User Support


Silver Search Inc

Project Manager – User Support New York, NY

Responsible for the project management of customer Services Desks. To ensure the effective management of Incidents and Requests whilst meeting and exceeding SLA’s.


  • To manage Service Desk environments, following first line fix criteria
  • Tier 2 and Tier 3 support
  • Ticketing System/ Queue management using BMC Remedy
  • Responsible for providing support for the development, maintenance, workflow of knowledge management system
  • To establish and maintain Service Desk’s performance targets against agreed SLA’s
  • Coordinate the activities and daily workload of the Service Desk team, organizing, planning and delivery of Service Desk support to the end user, ensuring excellent service and response.
  • Ensure all IT incidents are recorded accurately and assigned to the relevant support groups
  • Monitoring day-to-day operation, prioritizing and escalating Incidents as required to meet SLA’s
  • Conducting periodic review of complaints, root cause analysis and recommendation
  • Support development of SOP for Tier 2/3
  • Provide hardware and software support to the client infrastructure
  • Ensure implementation of new processes and procedures for the Service Desk are agreed with all other support staff and fit the agreed model within IT
  • Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
  • Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the Incident Management System for all incidents assigned by the Service Desk
  • To be responsible for managing the team. This includes but is not limited to; selection and recruitment, appraisals and performance reviews, mentoring and supporting of Team Leaders, and ensuring communications are cascaded and understood as appropriate.
  • To plan, along with transition management for the take on of new Services into the desk with no negative impact to SLA’s
  • Produce weekly and monthly reports against agreed performance KPI’s
  • Representing the Service Desk function at monthly operational reviews
  • Identify and implement service improvement initiatives
  • Monitor, measure and identify areas of improvement
  • Proactively promote and maintain high standards of work – taking the initiative to resolve, or draw attention too, areas that do not meet the required standards.
  • Develop and maintain positive working relationships


Required experience:

  • Bachelor’s degree with 8-10 years of overall relevant experience with 8+ years of specific experience managing or leading Service Desk tasks for a large-scale Enterprise Service Desk with
  • Tier 2 and 3 support.
  • Demonstrated experience with Commercial Off the Shelf ITSM suites such as BMC Remedy, ServiceNow, or HP Service Manager.
  • Experience in Enterprise ActiveDirectory, Citrix, Ubuntu, VDI, Juniper VPN environments.
  • Demonstrated experience implementing service improvement processes in response to performance metrics or service level
  • agreements.
  • Demonstrated experience leading, directing, and evaluating task execution and performance exercising latitude and independence of the team to implement solutions as expected.
  • Currently possess Information Technology Infrastructure Library (ITIL) V3 or ITIL Service Desk certification.
  • Project Manager shall also have demonstrated capability in the overall management of large enterprise and complex contracts.
  • Demonstrated experience working independently or under only general direction from higher management
  • Experienced Service Desk Management, passionate about providing world class support
  • Project Manager must maintain a Customer Service Representative (CSR) List with up to date listing of CSR’s, including name, location, email address, business phone,
  • and shift start and stop times
  • Experience supporting first line technical analysts and managing their daily workload
  • Recruitment and selection experience
  • Confident communication skills with the ability to interact with individuals from a range of backgrounds.
  • Team oriented interpersonal skills with the ability to communicate effectively with a broad range of
  • people and roles, including vendors, IT and business personnel
  • Keen to suggest, discuss and implement improvements
  • Experience working within an ITIL environment

Tagged as: Project Manager - User Support