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Kadiak, LLC
Rockville, MD, United States
Kadiak Job ID 24200112 Kadiak, a Koniag Government Services company, is looking for an exceptional HQ IT Service Desk Task Lead to support our government client in Rockville, MD. Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe. Position requires U. S. Citizenship. We offer competi
Job Source: Kadiak, LLCKoniag Information Security Services, LLC
Rockville, MD, United States
Kadiak Job ID 24200112 Kadiak, a Koniag Government Services company, is looking for an exceptional HQ IT Service Desk Task Lead to support our government client in Rockville, MD. Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe. Position requires U. S. Citizenship. We offer competi
Job Source: Koniag Information Security Services, LLCJefferson Consulting Group
Washington, DC, United States
Task Order Manager JFC-24-00001070 place Washington, DC settings Management & Executive work_outline Full-Time security Unknown schedule Posted April 25, 2024 Job Description Jefferson Consulting Group, a well-respected, woman-owned small business in Washington, D.C. seeks a highly qualified individua
Job Source: Jefferson Consulting GroupIlluminate Mission Solutions
Bethesda, MD, United States
Overview: Essential Duties and Responsibilities: Supports Senior executive-led organizations at the Assistant Director level Receives tasking via multiple vehicles and systems Processes and routes staff taskers and coordination requests in all administrative management systems Coordinates actions with proper element within the customer space, acros
Job Source: Illuminate Mission SolutionsJefferson Consulting Group
Washington, DC, United States
Task Order Manager JFC-24-00001070 place Washington, DC settings Management & Executive work_outlineFull-Time security Unknown schedule Posted April 25, 2024 Job Description Jefferson Consulting Group, a well-respected, woman-owned small business in Washington, D.C. seeks a highly qualified individual to serve as Task Order Manager in support
Job Source: Jefferson Consulting GroupFawkes IDM
Washington, DC, United States
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 printers; ensuring timely resolution of issues (i.e., end-u
Job Source: Fawkes IDMChaos Industries
Washington, DC, United States
CHAOS Inc. is a global technology company that is delivering next generation capabilities to the defense and critical industrial sectors. Founded in 2022 by a seasoned leadership team, CHAOS has quickly become the place where world-class multi-disciplinary engineers come to build mission-critical technologies. CHAOS has a mission-focused culture, d
Job Source: Chaos IndustriesGeneral Dynamics Information Technology
Falls Church, VA, United States
Req ID: RQ178664 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: NACLC (T3) Job Family: Help Desk Skills: End User Support,Group Problem Solving,Information Technology (IT) Services,IT Service Desk,People Management Certifications: Security+, CE - CompTIA Experience: 8 + years
Job Source: General Dynamics Information TechnologyHyattsville, MD, United States
The Service Desk Task Manager (SDM) willfocus on customers and improving the company's services to keep them satisfied. A successful candidate will resolve technical problems, manage team performance, mentor resources, track finances and resource allocation and control the quality of service delivery. Because of the high level of interaction with clients, employees and management, the successful candidate will be an outgoing problem solver with customer service and management experience.
The SDM will be responsible for the daily operations of the IT Service Desk including adherence to all contract Service Level Agreements (SLA's) and oversight of approximately 80 employees. The SLA's include Customer Satisfaction Rating, First Call Resolution Rate, and Consecutive days of adherence to SLA for Average Speed of Answer. Additionally, reduction of running daily average for queue and, reduction in the number of calls exceeding 40 minutes handled at the Tier 1 level. Strong knowledge management, stakeholder engagement, and team-wide dedication to continual service improvement are the keys to building and nurturing a successful Service Desk.
Responsibilities include:
Accountable and Responsible for managing assigned portfolio of Service Delivery Engagements
Troubleshooting technical issues
Ensuring that service agreements and timelines are met
Assisting with contract renewal
Ensuring resource allocation across portfolio aligns with contract terms and limitations
Regularly reports on Customer Satisfaction, Financials, Resource Allocation, etc.
Provides single point of escalation
Fosters an environment where customers allow SII to grow our business by providing incomparable value
Accountable and Responsible for Option Year Continuance and Contract Activities while delivering services; will work closely with Sales to ensure total understanding of contractual requirements and timelines
Manages and Approves Time and Attendance for all resources
Provides effective back-up duties for fellow SERVICE DELIVERY Leaders
Participates in regular Service Delivery Leadership Meetings
Have a broad knowledge and direct involvement with the planning, development and implementations
Qualifications:
10-12 years' experience managing in a call center / contact center / Technical Help Desk environment and accountable for meeting contractual SLA's
Proven experience leading projects and managing resources
Certification in ITILv3
HDI Certification desired but not required
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services.Systems Integration, Inc. seeks applicants to stand up an IT Contact Center to support the Department of Commerce.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://www.applicantpro.com/j/1180645-50198
Email Alert for Service Desk Task Manager jobs in Hyattsville, MD, United States
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