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GovCIO · 17 hours ago

Service Desk Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$120K/yr - $120K/yr

8+ years exp

GovCIO is a team of transformers passionate about transforming government IT. They are seeking a Service Desk Manager to lead and manage a team of Service Desk Technicians providing Tier 1 support for federal clients in a 24x7 environment, ensuring adherence to ITIL best practices and service levels.

ConsultingIT InfrastructureIT ManagementManagement Consulting

No H1B

U.S. Citizen Only

Responsibilities

Manage and mentor Tier 1 Service Desk Technicians, ensuring that all government mandated SLAs and internal KPIs are met or exceeded

Oversee scheduling and staffing for 24x7x365 coverage

Monitor First Call Resolution and speed of answer

Work with field services and outside groups to ensure expedient and accurate routing of tickets that cannot be handled by tier 1

Follow ITIL best practices for Incident Management, ensuring Incident Management Team follows proper escalation protocols and has the necessary resources to facilitate stand up calls for incident resolution. Work with customer to ensure compliance of outside groups as necessary

Follow ITIL best practices for Problem Management, ensuring Problem Management Team has sufficient resources to perform Root Cause Analysis. Work with customer to ensure that other groups provide sufficient cooperation and information to assist with Problem Management function

Follow ITIL best practices for Knowledge Management, ensuring that the knowledge base is accurate and continually improved

Follow ITIL best practices for Service Request Management, ensuring that requests are handled in a timely manner and escalated or assigned to the proper group in a timely manner

Ensure that all weekly, monthly, quarterly and ad hoc reports are accurate and completed before deadline

Monitor productivity and work compliance of all remote workers

Ensure proper training of incoming agents

Have virtual weekly and on demand meetings with customer representatives and collaborate with them to ensure that all needs are met

Ensure that security incidents are handled in compliance with customer requirements

Work with PMO resource manager to ensure proper assignment and tracking of government provided assets

Ensure that VIP customers are provided with enhanced support per customer requirements

Oversee Account Management Group, ensuring that they meet all customer requirements

Ensure follow-up on low customer survey scores, and any other reported issues

Qualification

ITIL practicesITSM toolsLeadership experienceIncident ManagementProblem ManagementKnowledge ManagementITIL 4.0 certificationRemote team managementHelp Desk Institute certificationMCSA Office 365 certification