2 of 2 Remote/Hybrid ITSM Jobs in Harrogate

senior escalation point. Deputise for the IT Manager and support wider IT leadership duties. Manage major incidents, ensuring clear communication and effective resolution. Oversee ITSM processes including incident, change, problem and CMDB. Monitor service performance and produce KPI and trend reporting. Support Microsoft 365, Azure, Entra ID, Intune and Cisco … members. Participate in out of hours support rota and service continuity activities. Experience Required: IT service operations experience (1st-3rd line environments). Strong ITSM experience including CMDB and asset lifecycle management. Microsoft 365, Azure, Entra ID, Intune and Cisco Meraki experience. Incident, problem, change and escalation management. KPI reporting ...

SOPs, runbooks, and knowledge articles * Define and improve the Business Systems support operating model * Support implementation of a single support gateway * Improve and standardise ITSM processes (Jira/Service Management) * Review and document JML (Joiner/Mover/Leaver) processes * Support post-migration/transition stabilisation activities * Document vendor onboarding … support impact approaches ________________________________________ Key Deliverables * SOP pack and knowledge base * Support operating model documentation * JML process documentation * Vendor onboarding and impact templates * ITSM/Jira process guidance * Recommendations for a sustainable operating model ________________________________________ Experience Required * Background in Service Delivery, IT Operations, or Business Systems * Strong experience creating SOPs and process ...