IT Service Desk Manager
Alexandria, VA, United States
Job Description:
The Service Desk Manager is integral to the operations of the EOIR, ensuring outstanding customer support through effective service desk management. This role requires a person with advanced knowledge and experience in IT helpdesk operations, including Tier 1 and Tier 2 support levels. The Service Desk Manager will be responsible for leading a team of service desk personnel (47 currently), delivering timely and accurate support to all EOIR customers/users. The individual will need to manage ticket handling and escalation procedures, ensuring that all user calls, voicemails, and emails are within the stipulated performance metrics. This manager must provide weekly incident reports and task statuses to Government leads or the GTMs. This role is pivotal in developing, maintaining, and improving service-related procedures and systems to enhance IT support across the organization.
Note: Position is contingent on contract award.
Requirements:
U.S. citizenship is required.
Candidate must have an active Top Secret National Security Clearance.
This position is onsite as designated DOJ locations.
Skills and Qualifications:
Bachelor's Degree in Computer Science, Information Technology, or related field with 10+ years of relevant experience or Master's Degree with 8+ years of related experience.
Advanced knowledge and experience in service desk or helpdesk management roles.
Proven expertise in IT service desk operations, including Tier 1 and Tier 2 support structures.
Strong leadership to manage a sizable team of service desk specialists.
Exceptional customer service orientation and problem-solving abilities.
Solid communication skills for reporting and interfacing with government officials and GTMs.
Familiarity with ticketing systems, their administration, and reporting capabilities.
Strategic thinking with a focus on continuous service improvement and automation.
Responsibilities:
Manage and lead the service desk team to deliver first-call resolutions or escalate to Tier 2 support effectively.
Ensure rapid response to calls, voicemails, and emails, adhering to performance metric timeframes.
Evaluate and improve support staffing as required by the Government for after-hours work.
Monitor and report on incident management and ticket handling procedures weekly.
Interface directly with customers to provide remote and desk-side IT support.
Develop strategies for continuing service improvement, including automation within the agency-identified ticketing system.
Create, administer, and expand the capabilities of the agency-identified ticketing system.
Establish and refine procedures to augment customer productivity and effectiveness.
Produce and continually update customer documentation for various levels of users.
Engage in research, development, and implementation of ad hoc tasks to support enterprise infrastructure requirements.
NDi Benefits:
Network Designs is committed to attracting and retaining top talent by offering competitive benefits and salary packages. Our benefits package includes comprehensive health, dental, and vision insurance, 401(k) matching, and paid time off. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.