IT Service Desk Knowledge Manager
Job Summary
Managing the Knowledgebase for various audiences, the full-time IT Service Desk Knowledge Manager will oversee knowledge management processes, drive improvements through automation integration, and collaborate with multiple teams in a remote environment.
Key responsibilities
- Own and manage the Knowledgebase for IT Service Desk, end users, and AI tools
- Lead initiatives to integrate the Knowledgebase with automation tools and achieve continual improvement
- Research knowledge requirements, generate reporting, and communicate with key stakeholders to enhance end-user experience
Required qualifications
- Bachelor's Degree in any field; ITIL Certification and practical skills in creating knowledgebase articles are a plus
- ITIL foundation certified
- Minimum 2+ years of IT Service Desk Level 1 experience preferred
- Understanding and experience with AI tools and automation
- Basic project management skills
Complete Job Description
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