ITSM Administrator

Position Summary

The ITSM Administrator is the operational front line of the IT Service Management function, responsible for the day-to-day flow of work through the HaloITSM platform and for the first impression clients and internal departments have of Encore’s service management practice. This role owns queue health and ticket assignment across the incident and service request queues, performs Level 1 break/fix resolution on tickets and on the ITSM platform itself, and serves as the initial point of contact for customers and internal teams engaging with ITSM processes.

The ITSM Administrator sits between the ITSM Analyst and the ITSM Engineer. Where the Analyst focuses on process governance, reporting, and audit, the Administrator carries direct operational ownership of live work in flight, triaging, routing, resolving, and escalating and performs routine platform configuration and maintenance. Where the Engineer designs, builds, and releases complex workflows and integrations, the Administrator executes standard configuration changes, validates them, and provides the operational feedback that drives engineering work.

Success in this role is measured by queue health, assignment accuracy, first-touch resolution, and the quality of communication with clients and internal stakeholders. This role reports to the ITSM Manager.

• Own daily management of the incident, break/fix, and service request queues, ensuring every inbound record is reviewed, categorized, prioritized, and assigned within defined response targets.
• Perform accurate triage and routing of tickets to the correct fulfillment team, service tower, or vendor based on documented assignment rules, skill alignment, and current workload.
• Monitor queues continuously for aging records, SLA jeopardy, misrouted or orphaned tickets, duplicate submissions, and records stalled in a pending or awaiting-customer state; take corrective action or elevate.
• Validate ticket data on intake, including category, subcategory, priority, impact, urgency, affected configuration item, and requester details, correcting deficiencies before assignment.
• Rebalance workload across teams during volume spikes, staffing gaps, and after-hours or holiday coverage windows in coordination with team leads.
• Identify and consolidate related tickets into parent/child or major incident relationships and notify the ITOCC when a record meets major incident criteria.
• Produce and communicate daily and shift-level queue status summaries, including backlog position, at-risk tickets, and items requiring leadership attention.

• Resolve Level 1 break/fix incidents at first touch where documented resolution paths exist, escalating with complete diagnostic detail when the issue exceeds Level 1 scope.
• Provide Level 1 support for HaloITSM itself, including login and access issues, notification failures, form and field errors, portal problems, and reporting access requests.
• Execute standard operational procedures and knowledge article guidance consistently, documenting all troubleshooting steps, findings, and resolution actions within the ticket record.
• Reproduce and document platform defects, capturing screenshots, error text, affected records, and reproduction steps for handoff to ITSM Engineers.
• Track escalated tickets through to closure, maintaining ownership of the customer relationship and communication even when technical work sits with another team.
• Meet defined quality standards for ticket documentation, resolution coding, closure notes, and time entry accuracy.

• Serve as the initial point of contact for clients and internal departments interacting with ITSM processes, setting expectations on process, timelines, and next steps.
• Provide clear, professional, and timely status communication to requesters and stakeholders throughout the ticket lifecycle, including acknowledgement, progress updates, and resolution confirmation.
• Translate technical activity into plain language updates appropriate for non-technical business and client audiences.
• Coordinate across service desk,…