Information Technology Service Desk Manager

Ardent Eagle Solutions
Washington, DC
Sep 20, 2021
Sep 22, 2021
Full Time
About Us:Ardent Eagle Solutions (AES) is a dynamic and growing small business supporting Federal Agencies, Department of Defense (DoD) and Intelligence Community (IC) customers worldwide. AES is focused on providing outstanding support to our customers and their mission(s) through enabling the success and growth of its employees. We are a VA verified Service-Disabled Veteran-Owned Small Business (SDVOSB) offering professional services in a myriad of technical functional areas.Requirement:The Service Desk Manager will oversee a Managed Service Desk (MSD) in a consolidated, effective, and efficient manner, migrating current Information Management System (IMS) related data and workflows, integrating and/or redeveloping IT Service management Solution (ITSM) functionality, consolidating staffing and processing flow to optimize performance, while maintaining all ITSM Key Performance Indicators (KPI). Ensure compliance with ISO 9000 and Quality Management UITIL4 standards.Required Minimum experience and/or knowledge as an IT Service Desk Manager:Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.Service desk Institute (HDI) certified as a HDI Support Center Manager.Demonstrated experience re-engineering or setting up service desks according to industry best practices.Demonstrated experience obtaining Government management buy-in for improving the service desk by demonstrating greater Return on Investment.Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.Demonstrated experience analyzing service desk performance through various statistical and reporting methods.Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the clients IT vision and strategy.Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3N4 standards.Education:Bachelor's Degree (Post Graduate Degree preferred)Location:Washington, DCClearance:Top Secret / SCI At Ardent Eagle Solutions, we offer a comprehensive benefits package to our employees and their families:Medical/Dental/Vision CoverageMatching 401(k) PlanContinuing Education AssistancePaid Time Off This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Ardent Eagle Solutions is an Equal Opportunity Employer