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At Mountainview, you can find challenging opportunities in an environment that recognizes and rewards exceptional performance.  We seek experienced individuals capable of delivering a wide range of value-added services to our clients while helping them to confront today's critical issues head on.  

Global Service Desk Lead in Las Vegas/Henderson area

ITIL Expert or Foundation mandatory.
Responsibilities include: The successful candidate will assume ownership of incident, request and problem management processes and service level agreements. The lead will provide leadership to the global service desk function, 24 hour service support for our global mining operations and develop key performance indicators for performance management.

Key areas of responsibility include but are not limited to the following;
• Establish, manage, monitor and continuously improve IT service delivery processes and procedures.
• Document and communicate service desk processes and procedures.
• Manage the performance of services to customers as agreed in service level agreements and contracts.
• Supervise Global Service desk function and activities with respect to incident, request, knowledge management, service level management and
• Drive efficiency and effectiveness for problem management processes including formulation of plans to investigate and resolve incidents and problems proactively.
• Ensure service level targets are achieved.
• Manage and contribute to the delivery of all IT services in order to meet business objectives.
• Communicate about and resolve service disruptions by interacting with service groups and vendors.
• Perform ticket analysis and develop strategies for improvement.
• Work to make Service Desk the single point of contact.
• Identify key performance indicators for services and provide data and reporting of KPI’s and trends to service delivery team in ad-hoc, weekly, monthly, as needed
• Compile, analyze, and report customer feedback then make necessary improvements
• Complete assigned project deliverables to improve service delivery processes.
• Train, coach and mentor Service Desk Analysts.


To be considered for this job, applicants must meet these basic requirements:
• Bachelor’s degree in Computer Science or Business Administration from an accredited college or university, or equivalent years of work experience
• Minimum three (3) years of experience managing people and processes
• Minimum five (5) years of experience with IT Service Management (ITSM)
• Excellent business acumen and reporting
• Excellent communication, presentation, facilitation, meeting and writing skills
• Excellent organization, prioritization, and customer service skills
• Minimum five (5) years of experience with standard industry applications for e-mail, office productivity, and reporting applications (dashboard)
• Excellent understanding of support to hardware, software, active directory, networking – LAN/WAN/VPN – routing and security.
• Strong problem analysis, troubleshooting, resolution skills with drive and focus on accuracy and completion
• B-lingual, native Spanish and fluent English


We have full or part-time opportunities:

  • Business Development Manager - World-wide

    • Customer oriented

    • Proven track record in IT training and consulting sales experience is mandatory

  • Part-time Sales representative - World-wide

    • Training sales experience mandatory

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  • ISO27000 Courseware Developers - Location: anywhere in the world

  • PMP Courseware Developers - Location: anywhere in the world

  • Trainers

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