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Network Designs
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
Job Source: Network DesignsRandstad
Alexandria, VA, United States
service desk manager. alexandria , virginia posted may 2, 2024 job details summary $48 - $57 per hour contract bachelor degree category computer and mathematical occupations reference1050857 job details job summary: The IT Service Manager oversees service and business level agreements, manages the Help Desk's service operation managemen
Job Source: RandstadHumane Society of the United States
Washington, DC, United States
Posted Monday, January 8, 2024 at 5:00 AM The general salary range for this position is $84,000- $101,000. Salary offers will be commensurate with experience, qualifications, skills, training, and education. The Humane Society of the United States (HSUS), the nation’s most effective animal advocacy organization, is seeking a Manager, Service Desk f
Job Source: Humane Society of the United StatesFawkes IDM
Washington
Job Description Job Description Responsibilities: Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk. Supervising the DC Service Desk team. Providing support and maintenance of all computers and printer
Job Source: Fawkes IDMDynamic Solutions Technology LLC
Washington, DC, United States
Job Description Job Description Dynamic Solutions Technology, LLC , a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager . This position is in Washington, DC . Responsibilities: The Service Desk Manager role is responsible for managing the Se
Job Source: Dynamic Solutions Technology LLCSolvere One/HouseCall
Sterling
Job Description Job Description About the Company Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth wh
Job Source: Solvere One/HouseCallPiper Companies
McLean, VA, United States
Piper Companies is seeking an experienced Service Desk Manager to join our team . The Service Desk Manager will lead a team of service desk analysts and ensure the delivery of exceptional technical support to internal users. Responsibilities for the Service Desk Manager include: • Manage and oversee the daily operations of the service desk, in
Job Source: Piper CompaniesDynamic Solutions Technology LLC
Washington
Job Description Job Description Dynamic Solutions Technology, LLC , a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager . This position is in Washington, DC . Responsibilities: The Service Desk Manager role is responsible for managing the S
Job Source: Dynamic Solutions Technology LLCVienna, VA, United States
Responsible for managing day-to-day operation and direct supervision of all 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 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.
Responsibilities include, but are not limited to:
Manage Service Desk personnel (approximately 20 personnel) in the performance of daily responsibilities.
Promote a service-oriented culture within the Service Desk.
Maintain the SOPs used within the Service Desk.
Managing Service Desk ticket workflow.
Coordinate changes with incident and problem management processes.
Define and implement new or improved operating practices.
Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels.
Addressing areas where Service Desk service level targets have not been met.
Delivering management level reporting.
Managing the Service Desk incident process, including queue management, problem management, ticket life cycle management, ticket closure, root cause, trending, knowledge management.
Ensuring efficient flow of tickets through Tiers 1 - 3.
Producing management information, including Key Performance Indicators (KPIs) and reports, and performing trend analysis.
Tracking incidents escalated by the Service Desk to other queue owners and monitoring for closure / coordinate activities between multiple support groups to ensure Service Desk incidents are resolved.
Required Skills
Required Experience
Qualifications:
Bachelor’s degree in computer science, information systems, business, or related field and 7+ years management experience in the planning, directing, and managing Service Desks of similar size and scope. Experience may be substituted for a degree.
Experience supporting DHS in a similar capacity is highly desired.
Demonstrated excellence in performing Incident and Problem Management for organization of similar size and scope.
Must have experience performing root cause analysis and collaborating other IT teams.
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 and ServiceNow reports to provide metrics reporting to improve the Service Desk operations and support.
Must have strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
Must have the ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
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 desired. Candidates without certification will be required to obtain certification within 90 days of start.
ITIL 4 certification is desired.
Must be able to obtain agency suitability clearance prior to start.
Service Desk Manager jobs in Vienna, VA, United States
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