Lead BMC Remedy/Helix Service Desk Professional

Company: Alldus International Consulting Ltd
Location: Washington
Posted on: April 18, 2025

Job Description:

Position: Lead BMC Remedy/Helix Service Desk AnalystEmployment Type: 6-Month Contract with ongoing extensionsContract Type: C2CLocation: Washington DCPay Rate: $70 - $75 per hourOur 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 Professional, 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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Keywords: Alldus International Consulting Ltd, Frederick , Lead BMC Remedy/Helix Service Desk Professional, Other , Washington, Maryland