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
