Job Description
**Job Title: Specialist, Technology Support**
**Position Overview**
The Technology Service Desk Controller is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Service Desk provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
**Key Responsibilities**
**Vendor Oversight & Governance**
+ Serve as the primary liaison between the organization and the outsourced Service Desk provider.
+ Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
+ Coaching the Service Desk on proper process, troubleshooting, resolving issues holistica...
**Position Overview**
The Technology Service Desk Controller is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Service Desk provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
**Key Responsibilities**
**Vendor Oversight & Governance**
+ Serve as the primary liaison between the organization and the outsourced Service Desk provider.
+ Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
+ Coaching the Service Desk on proper process, troubleshooting, resolving issues holistica...
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