Lead BMC Remedy/Helix Service Desk Professional

Position: Lead BMC Remedy/Helix Service Desk Analyst
Employment Type: 6-Month Contract with ongoing extensions
Contract Type: C2C
Location: Washington DC
Pay Rate: $70 – $75 per hour

Our client, a leading IT organization, is seeking an experienced Lead BMC Remedy/Helix Service Desk Analyst to join their team for a 6-month contract with ongoing extensions. This role offers an exciting opportunity to lead a team of service desk analysts, optimize BMC Remedy/Helix operations, and drive continuous improvement in IT service management

Responsibilities

• Lead and mentor a team of BMC Remedy/Helix Service Desk analysts, providing guidance and coaching to ensure high performance and professional growth
• Manage BMC Remedy/Helix Service Desk operations, ensuring resolution of incidents, requests, and problems within agreed SLAs and KPIs
• Administer the BMC Remedy/Helix platform, including configuration, customization, and integration with other IT systems
• Continuously improve service desk processes and procedures to enhance efficiency, effectiveness, and customer satisfaction
• Implement quality assurance measures for incident records, resolutions, and documentation
• Prepare and present regular reports on service desk performance, including trends, issues, and improvement initiatives
• Collaborate with other IT teams and stakeholders to integrate service desk functions with broader IT service management processes
• Coordinate training sessions and workshops for service desk analysts to enhance technical skills and knowledge of BMC Remedy/Helix

Skillset

• Minimum of 3 years of hands-on experience with BMC Helix/Remedy administration and service desk management
• Preferred Certifications: ITIL 4 Managing Pofessional, BMC Certified Professional
• Leadership and team management skills
• Proficiency in BMC Helix/Remedy platform, including AR System, Atrium CMDB, ITSM Suite, and Smart IT
• Strong communication skills and ability to interact with various stakeholders
• Able to work onsite

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