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Computer World Services Corp. (CWS) · 8 hours ago

Service Desk Manager/Quality Assurance

Washington, DC

Full-time

Onsite

Senior Level, Lead/Staff

$119K/yr - $140K/yr

8+ years exp

Computer World Services Corp. (CWS) is seeking a Service Desk Manager to oversee the performance and effectiveness of their Service Desk operations. This role involves managing staff, ensuring quality support for end-users, and maintaining compliance with service level agreements and operational metrics.

ComputerInformation TechnologySoftwareVirtual Reality

Senior Management

No H1B

U.S. Citizen Only

Responsibilities

Oversee day-to-day performance and operations of the Service Desk, ensuring timely and courteous support for all incoming requests

Ensure efficient triage, accurate issue identification, and appropriate escalation for complex technical problems

Manage Service Desk deliverables, including reports, metrics, training documents, and knowledge base updates

Maintain and continuously improve the internal Knowledge Base in accordance with the customer’s ITSM Knowledge Management process

Ensure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows and resolution steps

Manage Service Desk queues, workflows, and categorizations to maintain data integrity and operational efficiency

Coordinate closely with other technical teams and departments for escalated or cross-functional issues

Reviews, tests, and analyzes key performance metrics to ensure SLA compliance

Interacts with Government stakeholders and customers

Maintain adequate staffing levels to meet workload volumes and contractual service levels

Lead recruitment, onboarding, shift coverage planning, and performance management

Develop and deliver training programs, performance improvement plans, and skill development initiatives

Provide coaching, mentorship, and daily leadership to Service Desk personnel

Monitor and analyze Service Desk performance metrics to ensure alignment with contract requirements

Report regularly on SLAs, KPIs, trends, ticket volumes, and user satisfaction metrics

Identify operational issues and implement process improvements to enhance efficiency and customer experience

Develop, maintain, and implement a Quality Control Plan aligned with ISO/IEC 20000 quality principles

Monitor service quality using audits, performance monitoring tools, customer surveys, and sampling of resolved tickets

Lead and participate in internal and external quality audits as required

Develop corrective action plans to address deficiencies and ensure continuous improvement

Maintain a comprehensive Procedures Manual documenting all Service Desk processes

Maintain strong working knowledge of desktop/laptop hardware, Windows 10, OSX, standard office applications, and common peripherals

Provide advanced problem solving and conduct root cause analysis for recurring or high-impact issues

Ensure Service Desk personnel have adequate access to supported technologies and resources

Qualification

Service Desk ManagementQuality AssuranceITIL v4 FoundationsCompTIA A+ServiceNowWindows 10Desktop/Laptop HardwareTraining DevelopmentLeadershipProblem SolvingCommunication Skills