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Jobs or company...

Service Desk Manager

Salary undisclosed
Checking job availability...
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CONFIDENTIAL company is seeking a Service Desk Manager, with experience managing local and remote technicians, for a full-time contract position in Silver Spring, MD. This is a full-time on site role.

Position Summary:

The Service Desk is the initial point of contact for information technology and program support services for programs and staff based at the headquarters in Silver Spring, Maryland. In addition to the headquarters staff, the service desk provides remote desktop support to over 300 remote staff and law enforcement agents located throughout the United States. The Service Desk Manager will be responsible for the team who, on average, support 1,400 end users and handles 1,000 calls per month. Tickets are generated from phone, email or walk-up requests, resulting in approximately 1,566 new tickets per month.

Duties and Responsibilities:

  • As a team leader, provides technical customer service support and direction for the complete Service Desk Support effort, Tiers 1 through 3.

  • Responsible for the supervision, training, and growth of all Service Desk personnel, both technical and in customer service; scheduling and assignment of duties.

  • Serves as a technical authority for designated area.

  • As a staff specialist, resolves unique Service Desk problems using experience and new technology.

  • Completes tasks within estimated time frames and budget constraints, reports to program management.

Requirements:

  • 5 years experience with 2 in supervisory role, or Bachelor s in related field and 3 years experience with 2 in supervisory role.

  • Employment history of developing and maintaining effective working relationships with team members; ability to cooperate with a variety of people (team members and government clients) to achieve results.

  • Experience in monitoring and documenting contract metrics and SLAs.

  • Hands-on experience in supervising/managing Service Desk personnel, Tiers 1-4; proven history of supervision as a mentor, able to communicate directly to create a motivated, strong team.

  • Experience developing, tracking and updating deliverables according to client established timetable(s).

  • Windows 10; Active Directory

  • Troubleshooting; Desktop Computers

  • Process Improvement; Call Logging; Ticketing (ServiceNow or JIRA)

  • Familiarity with Mac OSX

  • Mobile devices; iOS, iPad OS, and Android OS

  • Video Teleconferencing: Google Meet, Cisco WebEx, Adobe Connect, GoToWebinar

  • Excellent communication skills both verbal and written in the English language

Preferred Skills:

  • Experience with ServiceNow ITSM.

  • Experience with JIRA as a ticketing system

  • Experience with Automated Call Management (ACD) software.

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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