Enterprise Service Desk Manager Job at System One, Bethesda, MD

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  • System One
  • Bethesda, MD

Job Description

Enterprise Service Desk Manager
Arlington VA
Must be US Citizen per client
 

 
Responsibilities:
This role offers the opportunity to participate in the Management of a Federal IT  Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.
Responsibilities
  • Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
  • Manage all Service Desk supervisors, trainers, quality manager and workflow;
  • Ensure Queue management practices are followed and enhanced
  • Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
  • Liaise with the customer Service Delivery Technical Monitors;
  • Manage the development and issuance of Service Desk operational reports;
  • Represent the Service Desk team in a customer-facing role;
  • Liaise with the Contractor designated Change lead;
  • Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
  • Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
  • Serve as a further escalation point for Service Desk supervisors;
  • ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
  • At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
  • Familiarity with Avaya or Genesys Contact Centers a plus

Job Tags

Contract work, For contractors,

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