Role: Request Manager
The Request Manager oversees the operation of the user contact management process, ensuring that all user contacts are addressed.
Synonyms: Service Desk Manager
Extends: Process Manager
Role Sets: Request Fulfillment Roles
Relationships

Assess Process ExecutionAssess Process FrameworkAssign Process Responsibilities to OrganizationsAudit ProcessCollect FeedbackCommunicate and Deploy FrameworkCommunicate to StakeholdersComplete EvaluationCreate Project ProposalsDefine Measurements and ControlsDetermine Process Data RequirementsDetermine Process ProceduresDetermine Process Relationships to Other ProcessesIdentify Process Roles and ResponsibilitiesIdentify Records of InterestNotify Affected Parties Concerning ActionProduce Process MeasurementsRecommend InitiativesRecord and Perform ActionResearch Trends and Best PracticesReview Existing DocumentationReview ProgressScan Status of Service RequestsIdentity and Access Management EvaluationIdentity and Access Management FrameworkRequest Fulfillment Management EvaluationRequest ModelsService Request EscalationService Request ReportsService Request StatusRequest_Manager
Additionally Performs
Modifies
Main Description

Responsibilities

  • Ensures timely handling of all service requests submitted to the Service Desk
  • Ensures proper routing to the appropriate process and team for processing
  • Carries out the Process Manager responsibilities for the Request Fulfillment process
Staffing
SynonymsService Desk Manager
Key Considerations
See the Process Administrator and Process Owner roles.

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