ITSM Lead

The Information Technology Service Management Lead (ITSM Lead) is responsible for the design, implementation, monitoring, and improvement of IT services. The ITSM Lead is also responsible for ensuring that IT services are delivered effectively and efficiently to meet the needs of the business. This position will serve as a bridge between the technical IT teams and the business users, focusing on the overall quality and value of IT services to carry out corporate objectives.

• Managing the lifecycle of incidents, from identification to resolution, restoring service to users as quickly as possible. This includes logging incidents, diagnosing problems, and implementing solutions.
• Identifying and resolving the root cause of recurring incidents, preventing future occurrences. This includes analyzing incident data, identifying underlying problems, and implementing permanent fixes.
• Planning, scheduling, and controlling changes to IT services to minimize disruption to users and ensure successful implementation. This includes assessing the impact of changes, obtaining approvals, and communicating changes to stakeholders. Responsible for planning, tracking, and rolling out the IT changes across the organization without disruption.
• Managing the release and deployment of new or updated IT services, ensuring that they are deployed smoothly and efficiently. This includes planning release schedules, coordinating deployment activities, and managing rollback plans. In addition, involves coordinating with development teams, testing releases, and deploying them to production environments.
• Creating, capturing, sharing, and using knowledge to improve IT service delivery. This includes developing knowledge bases, documenting best practices, and facilitating knowledge sharing among IT staff and users.
• Defining, negotiating, and managing Service Level Agreements (SLAs) with customers, ensuring that services meet agreed-upon performance targets. This includes monitoring service performance, reporting on SLA achievements, and managing customer expectations.
• Working collaboratively with other IT teams, business stakeholders, and vendors to ensure seamless service delivery.
• Guides the organization through IT Infrastructure Library (ITIL) compliance for Problem Management and Change Management events. 
• Establishes and maintains trusting relationships with TD Partners and vendors.
• Responsible for escalated items and ensures complex and unresolved issues are handled.

• High School or GED required.
• Bachelor’s degree in Computer Science or related field is preferred.
• ITIL, CompTIA Project+, Network+, Security+, Lean Six Sigma Green Belt is preferred.
• 5+ years of experience in a technical support environment.
• Demonstrated experience in a technical support environment (Tier 3 level).
• Strong written and verbal skills are necessary.
• Capable of working in a fast-paced environment and in stressful situations.
• Must have people management skills with the ability to effectively mentor and coach employees.