Position Title
Expert Witness – Help Desk Services / IT Service Management
Position Summary
We are seeking an experienced Help Desk Services Expert Witness to provide independent analysis, consulting, and expert testimony related to IT help desk, service desk, and technical support operations. The expert will review documentation, support records, service level agreements (SLAs), policies, procedures, and industry standards to evaluate whether services were delivered in accordance with accepted practices and contractual obligations
.The ideal candidate possesses extensive experience leading enterprise help desk organizations, implementing IT Service Management (ITSM) frameworks, and evaluating support operations across diverse technology environments
.
Key Responsibiliti
- esReview and analyze help desk and service desk operations, procedures, and performanc
- e.Evaluate compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual requirement
- s.Assess incident management, problem management, escalation processes, and service request fulfillment practice
- s.Review ticketing systems, support documentation, call logs, reports, and operational metric
- s.Determine whether help desk services met accepted industry standards and best practice
- s.Conduct root cause analysis related to support failures, service disruptions, and operational deficiencie
- s.Prepare written expert reports, findings, and opinion
- s.Provide deposition testimony and courtroom testimony when require
- d.Assist legal counsel with technical interpretation of support operations and documentatio
- n.Analyze staffing levels, workforce planning, scheduling, and support coverage model
- s.Evaluate vendor-managed service desk engagements and outsourcing arrangement
- s.Provide independent opinions regarding damages, business impact, and service performanc
e.
Required Qualificati
- onsBachelor's degree in Information Technology, Computer Science, Information Systems, or related fie
- ld.Minimum 15 years of experience in IT support, service desk management, or IT operatio
- ns.Demonstrated leadership experience managing enterprise help desk or service desk organizatio
- ns.Strong knowledge of IT Service Management (ITSM) methodologi
- es.Extensive experience with incident, problem, change, and request management process
- es.Experience developing and managing SLAs and operational performance metri
- cs.Excellent technical writing and presentation skil
- ls.Ability to provide expert testimony in legal proceedin
gs.
Preferred Qualificat
- ionsITIL Foundation, Practitioner, Managing Professional, or Expert certificat
- ion.Experience serving as an expert witness or litigation consult
- ant.Experience with managed services providers (MSPs) and outsourced support organizati
- ons.Knowledge of industry frameworks including ITIL, COBIT, ISO 20000, and ISO 27
- 001.Experience with platforms such as ServiceNow, Jira Service Management, Zendesk, BMC Remedy, Freshservice, or Iva
nti.
Areas of Expe
- rtiseHelp Desk Opera
- tionsService Desk Manag
- ementIT Service Management (
- ITSM)Incident and Problem Manag
- ementService Level Agreements (
- SLAs)Technical Support Best Prac
- ticesManaged Ser
- vicesVendor Performance Asses
- smentIT Staffing and Workforce Pla
- nningOperational Metrics and Repo
- rtingSupport Process Mat
- urityCustomer Service and User Exper
- ienceEnterprise IT Opera
tions
Typical Engag
- ementsIT support service di
- sputesManaged services contract di
- sputesSLA performance di
- sputesSupport staffing adequacy evalu
- ationsTechnology project fa
- iluresVendor negligence
- claimsBusiness interruption m
- attersOperational performance asses
- smentsIT governance and compliance r
eviews