Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.
Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.
Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.
Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.
Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.
Serve as the primary escalation point for severe or unique technical issues.
Ensure adherence to IT policies, including incident management, change control, and access governance.
Requirements
servicenow
itil
troubleshooting
bachelor's
sailpoint
leadership
End-User Training
ServiceNow or similar ITSM platforms
Excellent communication, leadership, and problem-solving skills.
Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.
Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
Technical Troubleshooting
ITIL, HDI, or similar service management certifications. ( preferred)
Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.
Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded 1978
Year Established
The company was established in 1978, marking the beginning of its journey as a global leader in asset protection solutions.
30 Countries
Global Presence
MISTRAS operates in over 30 countries, providing both on-site and remote asset protection services worldwide.
Specializing in non-destructive testing, monitoring, and inspection services, ensuring the integrity and safety of critical infrastructure.
Provides services across a wide range of industries including energy, industrial, aerospace, and oil & gas.
Known for its innovative technologies, offering solutions for everything from pipeline monitoring to equipment condition assessments.
Typical projects range from inspecting large power plants to monitoring bridges and overseeing critical aerospace components.
A trusted partner for industrial leaders worldwide due to its focus on delivering high-quality, accurate assessments.
Culture + Values
Safety and Health Stewardship: 'All safety incidents are preventable if the proper care measures are taken.'
Employees: Integrity, skills, ethics, and commitment—with fair treatment, trust, and respect.
Customer Satisfaction: 'Delivering the highest level of quality services and products with care.'
Leadership: Practicing leadership in all areas by leveraging diverse talents and solution sophistication.
Enhancing Stakeholder Value: Caring about people and working to increase profitable growth and stakeholder returns.
Environment + Sustainability
ESG Risk Rating: 20.6
Sustainalytics Score
Ranked with a Medium risk rating by Sustainalytics, indicating strong sustainability performance relative to peers.
223/398 Industry Rank
Sustainalytics Industry Ranking
Ranked 223 out of 398 companies in its industry for ESG performance, showcasing competitive sustainability practices.
ISO 14001 certified, guided by a Corporate Environmental and Sustainability Policy and a Social Responsibility, Environmental, and Safety Committee.
Participated in S&P Global’s 2024 Corporate Sustainability Assessment.
Published policies including Pollution Control & Waste Management, Spill Prevention Control & Countermeasures, and Vehicle Fleet Safe Operations.
Joined Renewable Fuels Association in 2024 to support renewable fuels producers in enhancing operational efficiency and sustainability.