This position works with customers and IT leadership to understand support needs and ensure tickets are resolved in a timely manner. 

• Acts as an Incident Manager and serve as an Escalation Manager for critical incidents, including triaging requests, routing, and resolving tickets.
• Work closely with IT support staff and management team on resolutions for incidents and service requests. 
• Monitor and report on service performance, identify and recommend areas of improvement in service quality. 
• Evaluate and update service level standards, policies and procedures, training materials, and best practices. 
• Maintain the IT user knowledge base and self-service troubleshooting guides. 

Learn more and apply here.