Service Desk Lead ITSM & Knowledge Management

Key Responsibilities:

• Lead the setup and ramp-up of the Service Desk team for GSC NSC organization
• Supervise and manage Service Desk operations in alignment with segregation project plans
• Own and manage the Knowledge Management database and its integration within ServiceNow
• Act as the escalation point for Service Desk-related matters
• Contribute to the creation of a comprehensive Service Catalogue using ServiceNow
• Ensure creation and maintenance of operational documentation for Service Desk processes
• Serve as an early adopter and trainer for the ServiceNow ITSM tool
• Collaborate with on-site and central support teams to define and optimize support workflows