Lead Service Management Technician

Job description

Overview Position Summary: The Lead Service Management Technician provides technical and operational leadership for IT Service Management (ITSM) execution, including major incident coordination, complex problem management, and continual service improvement across endpoint, identity, collaboration, network, and business application services. This role sets day-to-day operational standards for ticket quality, communications, and escalation practices; partners with infrastructure, security, and application teams to drive cross-functional outcomes; and uses service metrics to identify systemic risk, reduce repeat incidents, and improve the end-user experience. The Lead serves as a point of escalation for high-impact issues, helps prioritize workload across support tiers, and coaches technicians to strengthen troubleshooting consistency, documentation quality, and ITSM discipline. Responsibilities: - Own operational leadership for high-impact incidents and major incident response , including triage strategy, incident command/bridge facilitation, stakeholder communications cadence, and restoration verification aligned to SLA/OLA expectations. - Lead complex problem investigations by coor...