Service Desk Manager

21 Jun 2024

Vacancy expired!

Responsible for managing day-to-day operation and direct supervision of all Tier I/Tier II service desk personnel. Ensure that contract requirements and contract SLAs and performance criteria are met. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages ServiceNow queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels. Reports to the Program Manager. Responsibilities include, but are not limited to:

  • Promote a service-oriented culture within the Service Desk.
  • Manage Service Desk personnel in the performance of daily responsibilities.
  • Maintain the SOPs used within the Service Desk.
  • Coordinate changes with incident and problem management processes.
  • Define and implement new or improved operating practices.
  • Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels.
  • Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement.
  • Work directly with customers when incident or problem escalation is necessary.
  • Serve as liaison for issues requiring customer or vendor support

  • Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel in an environment similar in size and scope with stringent performance-based SLAs.
  • Thorough knowledge fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows and Mac), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O365.
  • Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation.
  • Demonstrated experience developing and utilizing ACD reports to provide metrics reporting to improve the Service Desk operations and support.
  • Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
  • Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
  • Experience supporting high priority and VIP tickets
  • Must have a positive and patient customer service attitude.
  • Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.
  • HDI Support Center Manager certification is required.
  • Must be able to obtain agency suitability clearance prior to start date.