Job Description :
Role: IT Service Manager Location: Jamison, PA (Must be local Duration: 6 month contract, possible to-hire after 6 months Interview Mode: In Person Interview with client Note: Candidate should go onsite 3-4 days per week. Description: * Combination of remote & 3-4 days in the Jamison, PA office, (Note, the office is sparsely populated and very rigorous in COVID precautions) * Client is currently using MiTel's phone system and telephony and is transitioning to ConnectWise Manage Incident/Request/Problem management platform * This role needs to be experienced in Call Center/Telephone technology - Client is currently using MiTel's phone system and telephony and is transitioning to ConnectWise Manage Incident/Request/Problem management platform.Having similar but not exact platform experience is ok -the design thinking on how to leverage it is equally as important as the technical knowledge. Responsibilities Lead the transition from current ManageEngine Incident/Request Management system to ConnectWise Manage "Own" the definition of the data categories and create our documentation related to specific solutions, knowledgebase items, etc. for relevant items Facilitate the weekly Pareto ticket analysis process, leading the analysis to identify ticket patterns, and own the tracking of the "improvement projects" Analyze our incident/problem management work flows and work with the team to define improvements Research industry benchmarks and define what and how we'll measure our team performance Analyze and manage these measurements on a continual basis Track / monitor the flow of all tickets through the process - aging, escalation effectiveness, etc. - working with the Contact Center contractor who may also play a role in this POTENTIAL STRETCH ASSIGNMENT - Work with IT Service Management leader to implement, oversea, manage the Change Board Necessary Skills/Behaviors Strong working knowledge of contact center technologies and processes, in an IT environment, with direct hands-on experience Strong business/process analysis skills, and working knowledge of simple project management techniques Working knowledge of systems, desktop, and network infrastructure enabling ability to work efficiently with infrastructure ops & support team ITIL framework and contact center research/benchmarking experience preferred but not required Strong ability to multi-task Strong interpersonal and communication skills Strong customer service skills Ability to work independently and remotely Fast learner Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Thanks, Adam Walsh. Momento USA | Exceeding Customer Expectations 440 Benigno Blvd, Unit#A 2nd Floor. Bellmawr, NJ 08031 Interstate Business Park Direct Number; Tel Ext 1003; Fax Email: * Web: Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.