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Service Quality Transformation Lead

Los Angeles, CA
Atrilogy’s direct client is looking for a Service Desk Quality/Transformation Lead to join their team in Los Angeles, CA. This is a Full Time Direct Hire position. The Service Desk Quality/Transformation Lead is responsible for the continuous review, optimization, and enhancement of the IT Service Desk processes, tools, and delivery. Looking beyond basic metrics analysis, the Service Desk Transformation Lead consistently reviews groups or trends of incident and service request tickets and finds ways to optimize the people, processes, and technologies involved.

Title: Service Quality Transformation Lead
Location: Los Angeles, CA
Duration: Full Time

This role is expected to work collaboratively with technical and business teams across the bank. They need to possess a technical understanding of a broad range of services and offerings provided by support teams across the bank, as well as understand the intricacies of how teams work together to deliver service to the bank. The Service Desk Transformation Lead will lead efforts to streamline processes and improve effectiveness, acting as change agent and initiator, and coordinating efforts between technical, business, and service desk teams to achieve results.
  • Work in this role will be heavily focused on process and technology, but strong soft-skills and the ability to work collaboratively as a cross-functional team are key as well.
  • Continuously monitor and improve processes, workflows, communication paths, and delivery of services provided by the Company’s Service Desk.
  • Document workflows and processes extensively, providing blueprints for repeated actions and templates for work activates performed.
  • Identify areas of improvement to processes and technology that would allow the Company’s Service Desk to perform more efficiently and effectively.
  • Advocate for and directly action changes that improve processes and technology impacting the Company’s Service Desk.
    • This would include things like working with the Service Now development team to improve a ticket routing process or working with a technical team to develop more accurate documentation on their system to improve troubleshooting results.
  • Report key performance metrics to management and draw actionable conclusions from data to drive continuous improvement.
  • Work with supporting teams to create and communicate SLO’s and SLA’s for critical processes and systems.
  • Collaborate with the Major Incident Management Team to streamline major incident processes and reduce the time to resolution of major incidents.
  • Assess customer feedback and solution ways to improve and refine services based on customer experiences.
  • Keep efforts and communication organized, meeting deadlines where applicable.
  • Build partnerships and liaise with colleague leaders to determine solutions and optimizations for issues that arise in day-to-day operations of the Company’s Service Desk.
  • Develop and lead new initiatives or projects to support the optimization and maturation of the Company’s Service Desk.
  • Work with management to develop an evaluation method and key performance indicators (KPIs) to assess team strengths and identify areas for improvement.
  • Develop RACI matrixes for various tools, technologies, and processes to ensure visibility of key stakeholders and clear delineation of workloads.
  • Works with management and teams to ensure service request are completed in a timely fashion.
  • Minimum 5 years of IT experience
  • Minimum 5 Years in a Quality Management, Transformation analyst or Service Management Role
  • 5 years’ experience and HDI certification, ITIL certification, SDI certification, or similar certification(s) in IT Service management or IT Help Desk management

Established in 2000, Atrilogy Solutions Group, Inc. provides organizations of all sizes with high-quality, cost effective information technology (IT), business process and health care consulting and staffing services.  Our industry-leading service model combines experienced project managers with seasoned technical and functional consultants to eliminate client uncertainty and deliver superior value and results.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement (Project Managers, Business Analysts, DBA’s, Developers, Quality Assurance and Testing, Software Configuration Management, etc.)
  • All major Enterprise Resource Planning packages (including Oracle, PeopleSoft, JD Edwards, SAP, Microsoft,  Lawson)
  • Health care consulting resources and services (including ICD-10)
  • Customer Relationship Management (CRM)
  • Creative (Interactive Project Manager/Art Director, Information Architect, UI/UX Designer, Web/Graphic Design)
Atrilogy has been recognized by CRN magazine as one of the nation’s fastest-growing IT solution providers and by Inc. magazine as one of the nation’s fastest-growing, privately-held companies. Based in Irvine, California, Atrilogy also has offices in Denver, Phoenix, and Atlanta.
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