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Details of Project Liason/Tier III Lead

Washington D.C.

  • The manager is responsible for assigning helpdesk tickets, reporting to management, quality assurance, and metrics gathering using the ITSM reporting tools
  • Effectively communicate issues/maintenance notifications to the internal development team and our customers
  • Incident/Problem management and handling ticket escalation as appropriate to the various teams
  • Managing team of T3 analysts
  • Responsible for knowledge management & process documentation as relates to team responsibilities
  • Work with teams and customers to create and maintain detailed process documentation
  • Responsible for managing both internal and external service catalog, ticket escalations, and ticket resolution.
  • Participation in MIS Change Management process
  • Liaison between Helpdesk staff and Tier 3
  • Special projects as required by management team

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