Virtual Technologies Group

The IT Service Desk Incident Controller is responsible for leading the Service Desk's response to Major Incidents affecting the higher education university community. This role involves coordinating resources, managing communication, and driving the Incident Management process from initial detection through to resolution.

Requirements

• Bachelor's degree in a technical or business-related field
• 4+ years of progressive experience in IT Operations
• ITIL Expert or ITIL 4 Managing Professional certification
• Proven experience managing mission-critical incidents under high pressure
• Experience using Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions, Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue

Benefits

• Medical insurance plans
• Dental insurance
• Vision insurance
• Health savings accounts (HSA)
• Flexible spending accounts (FSA)
• Life insurance
• Short and long-term disability insurance
• Paid time off and holidays
• 401(k) with employer match