Service Desk Manager

Job Description

Qualifications:

8+ years experience managing service and/or help desks responding to IT incidents and requests.

• 4-6 years of Service and Help Desk Management experience required
• Experience ensuring the tracking, routing, and resolution of incident and service tickets within set standards (ServiceNow desired)
• Experience managing help/service desks in a performance-based environment and/or managing service level agreements.
• Experience managing help desk services under ITIL best practices using ITSM platform, preferably ServiceNow
• Proven experience in developing repeatable processes and procedures to provide support for end user equipment
• Experience leading teams that support medium-sized Microsoft environments
• Experience using Remote Monitoring and Management tools (RMM) such as ScienceLogic, Solarwinds, SCOM a plus
• Ability to work in a fast-paced, and at times high-pressure consulting environment
• Demonstrated ability to communicate orally and in writing
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs

Certifications

ITIL foundations certification or ability to obtain certification within 3 months

HDI Certification desired

Have one or more of the following certificatons:

• Microsoft Certified Desktop Support Technician
• A+
• Network+
• Security+

Associtates Degree in Business, Engineering, Computer Science, Information Systems, or Social Science or 7 years of experience in lieu of degree

Job Responsibilities:

• Manages a team of 12-16 Tier 1 and Tier 2 Service Desk staff (including Leads) tasked with supporting the Government customer
• Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
• Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)
• Motivate, coach, train and mentor team members
• Continually improve best practices and service desk processes to provide exceptional customer service and deliverables
• Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
• Lead staff, including recruitment, supervision, assignments, and career development
• Develops and maintains 24x7x365 shift schedule
• Makes daily team schedule adjustments based on early/late arrivals, call-outs, and leave requests.
• Manages emergency/leave schedule coverage
• Audits and quality checks scheduled maintenance and outage calendar
• Provides queue management support for incidents and service requests  
• Records triage, prioritization, and categorization labeling on service requests
• Provides clarification of the reported problem or for other areas when there is insufficient information, in an attempt to address the problem
• Tracks incident and service tickets using ServiceNow and ensure completion of incident and service requests within SLAs
• Ensures proper tracking procedures are followed by the Service Desk staff including accurately triaging, specifying custom categorization and prioritization, and updating each ticket in a timely fashion
• Ensures data entry in the ServiceNow system is accurate and entered in a timely fashion
• Provides follow-up telephone calls or emails to customers based on business process and other quality assurance activities
• Analyze ticket and performance trends and provide improvement proposals
• Provides Business Intelligence Reports on business performance augmented root cause analysis
• Analyzes ticket data and creates ad-hoc reports
• Provides guidance, knowledge transfer, and mentoring to junior Support Specialists
• Represents the Service Desk at necessary meetings
• Interviews, hires and trains new staff
• Oversees Monitoring of all support group queues, load-balancing where appropriate
• Escalates problem tickets to the proper contacts; alerts management when issues are not resolved within the guidelines
• Develops and implements standard Service Desk operating procedures.
• Ensures excellent service and provides a strategic vision
• Completes process and work instruction draft, review, and updates.
• Communicates regularly with customers, leadership and Federal counterparts
• Works with other groups to resolve technical problems.
• Leads a team of broad-based technical support specialists providing support directly to end-users of networks, systems, and related services
• Provides support to a customer base of approximately 1,000 users both onsite and remote.
• Responsible for the seemless delivery of IT services via appropriate end user communications
• Manages support to Government customers
• Maintains awareness of enviorment stability, availability and security through use of enterprise toolsets.
• Follows all procedures to protect Government information
• Provides reports and information that facilitates the Government mission
• Supports the modernization of technology through ongoing training, knowledge transfer and communications
• Manages Tier 1 and Tier 2 support for all facets of operations for computer, network,communications, and hardware and software infrastructure technologies

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.