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Lead Service Desk Management Consultant

Date Posted: Jun 28, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States


Role Value Proposition: 

The Service Desk consultant is heavily involved with oversight management of the MetLife Global IT Help Desk.  They may be involved in the following: providing escalation for customer dissatisfaction and unresolved issues; provide oversight management of third party vendors performing Help Desk related functions; integration of new work to the Help Desk and providing ongoing support documentation in the Knowledge Management tool.  


Key Responsibilities: 

  • Work with IT Support teams across MetLife to ensure proper support and processes are in place for new or updated systems/applications.
  • Ensure the Help Desk is provided the proper training and documentation on new initiatives or major updates.
  • Assist in the development and implementation of new processes and procedures.
  • Acts as a knowledge management coordinator for all Global Help Desk knowledge dB’s.
  • Ability to work a flexible schedule to support non-US time zones


Essential Business Experience and Technical Skills:


  • Broad operational, service and technical knowledge in multiple Information Technology disciplines
  • Strong communication and professional writing skills
  • Prior experience providing operational oversight to third party vendors
  • Prior experience using Service Now (2 years)
  • Expert in Excel and PowerPoint to produce reporting and analysis
  • Prior experience with Knowledge Management and technical writing



  • Bachelor’s degree in Computer Science or related discipline and typically 3 or more years work experience in IT.
  • ITIL Certification
  • Spanish language skills


Business Category

Global Infrastructure & Technology Operations


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 108877 

Nearest Major Market: Raleigh