Service Desk Knowledge Transfer Lead

Knowledge Transfer Manager

Lead and manage the knowledge transfer process during service transitions or onboarding/offboarding.

Develop and maintain comprehensive knowledge transfer plans, schedules, and documentation.

Collaborate with service desk teams, project managers, and technical SMEs to gather and document critical knowledge.

Ensure all knowledge articles, SOPs, and runbooks are up-to-date and accessible.

Conduct training sessions, workshops, and shadowing activities to facilitate effective knowledge sharing.

Monitor and report on the progress and effectiveness of knowledge transfer activities.

Identify knowledge gaps and implement strategies to address them.

Ensure alignment with ITIL best practices and organizational knowledge management standards.

Strong understanding of IT Service Management (ITSM) frameworks, especially ITIL.

Experience with service desk operations and tools (e.g., ServiceNow, BMC Remedy).

Familiarity with knowledge management systems and documentation tools (e.g., Confluence, SharePoint).

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Excellent communication and interpersonal skills.

Strong organizational and project management abilities.

Ability to lead cross-functional teams and manage stakeholders.

Analytical mindset with attention to detail.

Ability to work under pressure and meet tight deadlines.

ITIL Foundation certification (or higher).

Experience in service transition or transformation projects.

Prior experience in a lead or supervisory role within a service desk environment.

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