A Lead BMC Helix Service Desk Professional is responsible for overseeing the implementation, configuration, and operation of BMC Helix Service Desk solutions within an organization. They lead a team of service desk administrators and analysts to ensure efficient incident management, problem resolution, and service request fulfillment. The Lead BMC Helix Service Desk Professional plays a key role in optimizing service delivery processes and enhancing user satisfaction through effective use of BMC Helix Service Desk capabilities.

DUTIES AND RESPONSIBILITIES"

• Lead the implementation and configuration of BMC Helix Service Desk solutions according to organizational requirements.
• Supervise and support a team of service desk administrators and analysts, providing guidance and ensuring adherence to service management best practices.
• Continuously review and optimize service delivery processes to improve efficiency and user experience.
• Oversee incident management and problem resolution processes, ensuring timely and effective resolution of IT issues.
• Manage service request fulfillment processes, ensuring service levels are met and customer expectations are exceeded.
• Generate and analyze reports on service desk performance metrics, identifying trends and areas for improvement.
• Conduct training sessions for service desk staff on BMC Helix Service Desk functionalities and best practices.
• Drive continuous improvement initiatives to enhance service desk operations and capabilities.
• Ensure compliance with IT policies, standards, and regulatory requirements related to service desk operations.

REQUIREMENTS:

• The Professional filling this position shall have at least four (4) years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.
• Must have a Bachelor of Science/Bachelor of Arts in IT, Computer Science, or relevant field.

REQUIRED CERTIFICATIONS:

• This position requires the incumbent to hold ITIL 4 Managing Professional certification, and/or BMC Certified Professional certification.

ADDITIONAL QUALIFYING FACTORS:

A satisfactory background screening, negative drug test, positive references and proof of identity and legal authorization to work in the United States and for TTC are required.

The Tatitlek Corporation gives hiring, promotion, training and retention preference to Tatitlek shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identify, age, disability, marital status, citizenship status, military status, protected veteran status or employment.