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SERVICE DESK MANAGER

Washington, DC · Information Technology
The Service Desk Manager will resolve technical problems in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. Manages a segment of a program or a function. Responsible for the direct supervision/management of the staff. Responsible for providing objective-oriented direction to subordinates utilizing mgmt guidelines & general policies.

Roles And Responsibilities
  • Supports emergency fixes to releases.
  • Provides statistical analysis on ticket volumes, common issues and potential improvements.
  • Ensures knowledge base/FAQ/training are updated with the identified solutions to common issues.
  • Leads the requirements analysis, planning, design, development, transition, integration and maintenance of ITSM tools (ServiceNow).
  • Performs Analysis of KPIs, SLAs and IT service performance metrics and help desk tickets.
  • Responsible for the daily operation of the Service Desk team.
  • Manages the daily activities of the assigned team.
Basic Qualifications
  • Bachelors degree in Computer Science, Information Technology or a related field and 4+ years of service desk management/leadership experience
  • US Citizenship and Active Secret or Top Secret Clearance
Preferred Qualifications
  • Knowledgeable with SAFe Agile practices and tools
  • Experience deploying and maintaining national security software systems in a 24/7 environment
  • Active adjudicated USMS background investigation or government clearance
  • Experience with ServiceNow or similar tracking tools
  • Experience generating statistical and trend reports for internal and customer use
  • Experience identifying problem areas and recommending improvements to management and/or development teams

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