Process Manager ITSM Service Desk

Responsibilities

Kforce has a client that is seeking a Process Manager ITSM Service Desk in the south Florida area.

Summary:

This role is responsible for governing and optimizing Service Desk services delivered by Company's strategic service provider (DXC). This role serves as the primary operational owner for end-user support services, ensuring service quality, SLA performance, customer experience, and continuous improvement across all Service Desk functions. Rather than executing day-to-day ticket handling, this role focuses on vendor performance management, process governance, operational reporting, and alignment between DXC, internal IT teams, and business stakeholders.

The Service Management Lead ensures that outsourced Service Desk services consistently meet contractual expectations while driving service maturity, automation, and efficiency through Service Now and ITIL-based practices.

• Own operational outcomes for Service Desk services delivered by DXC
• Monitor SLA/KPI performance, backlog health, response times, and customer satisfaction metrics
• Conduct regular operational reviews and enforce corrective actions when performance gaps occur
• Ensure consistent adherence to ITIL Incident, Request, and Major Incident Management processes
• Act as the primary escalation point for service delivery issues impacting business operations

• Serve as the day-to-day interface between Company and DXC for Service Desk services
• Enforce contractual obligations, service scope, and performance expectations
• Lead monthly and quarterly service review meetings with DXC leadership
• Track continuous improvement initiatives and ensure measurable outcomes
• Coordinate service transitions, process changes, and new service introductions with DXC

• Bachelor's degree in Information Technology, Business Administration, or related field or equivalent experience
• 5+ years of IT service management in outsourced or hybrid delivery environments
• 5+ years of managing large service providers (MSPs) or outsourced Service Desk operations
• 5+ years of hands‑on experience with Service Now ITSM
• 5+ years of SLA/KPI governance, vendor performance management, and service reviews
• 3+ years of governing service quality, analyzing operational trends, and leading continuous improvement initiatives within an ITSM environment
• 1+ experience in the cruise and/or travel industry preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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