Service Desk Manager

Springfield, Virginia
Jan 20, 2021
Feb 11, 2021
Full Time

The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk teams, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and achieving Service Level Agreements.

  • Train, coach and mentor Service Desk Specialists including career development. Oversee staff activities.
  • Provide data and reporting of KPI's and trends to Operations Manager and stakeholders, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery for IT. Monitor and manage phone queue (participating in escalated calls as needed) and eChatt.
  • Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
  • Oversee Service Desk Knowledge Management repository and ensure top quality solutions are available to the staff for First Contact Resolutions.
  • Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization.. Review survey feedback to improve services, tools and support experience.
  • Follows up with customers to ensure issue(s) were resolved
  • Gains feedback from customers about system usage
  • Identify and escalate trends from call volume and Tier 1 tickets to other ESC functional areas to reduce impact timelines
  • Other duties as assigned

  • Bachelor degree and 8+ years relevant experience or
  • Associate degree and 10+ years relevant experience or
  • 12+ years relevant experience
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community
  • Experience managing Service Desk Staffing across multiple locations
  • Experience maintaining High Availability (HA) staffing configuration with a split of contract personnel per shift 24/7 to cover operations
  • Experience successfully managing Service Desk with Service Level Agreements (SLA's) to include Speed of Answer and First Contact Resolution
  • ITIL v3 or V4 Foundations required
  • TS/SCI clearance required

Knowledge, Skills and Abilities:
  • DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification (within 6 months
  • Drive to deliver outstanding customer service
  • Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
  • Ability to work independently and yet be effective within a team setting
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
  • Excellent skills in Microsoft Word, Excel, and other Office applications
  • Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
  • Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
  • #Chenega Agile Real Time Solutions, LLC

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