IT Service Desk Manager (Virtual)

SOS International; Great Falls Crossing (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking an IT Service Desk Manager to supervise Desktop Support staff and ensure service levels meet contract objectives. The role involves leading a team, managing performance, and ensuring adherence to policies while providing excellent customer service.

Qualifications

• 4+ years of proven IM/IT leadership experience.
• Proven project management skills.
• Strong customer service and communication skills.

Responsibilities

• Develop and lead a team of Service Desk professionals.
• Manage Service Desk performance to exceed metrics.
• Ensure compliance with ITIL and functional processes.

Skills

Leadership

Customer Service

Communication

Critical Thinking

Problem Solving

Education

BS Degree in Computer Science

ITIL 4 Foundations Certification

Security+ Certified

Tools

Microsoft Office Products

Microsoft Visio

Microsoft Project

Job description

**This position is contingent upon contract award**

SOSi is seeking an IT Service Desk Manager to join our team to support the US Army Reserve Command on Ft. Bragg, NC. The Service Desk Supervisor is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. In addition the Desktop Technical Lead must support resolution of desktop related incidents.

Responsibilities

• Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
• Manage the Service Desk performance to exceed performance metrics and goals.
• Enforce adherence to Service Desk policies and procedures
• Promote a positive team environment and seamless communication within the Service Desk.
• Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
• Display and promote a professional sense of urgency.
• Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
• Ensure self and staff compliance with all ITIL and functional processes and procedures.
• Participate in metrics reviews. Seek out opportunities to continually improve service levels.
• Prepare and maintain staffing plans and holiday/time-off schedules.
• Manage contacts with customers, direct reports, peers, and independent vendors.
• Participate in Incident auditing activities.
• Ensure smooth transition of new/improved services to Svc Operation.
• Work special projects as required. Maintain all area documentation.
• Assist with Desktop Incident Resolution
• Ability to establish a solid working relationship with customer, staff, managers and peers

Qualifications

• BS Degree in Computer Science, MIS, or related field/equivalent experience in lieu of a degree.
• 4+ years of proven IM/IT leadership experience or equivalent supervisory experience
• Security+ Certified
• Must have ITIL 4 Foundations Certification
• Proven project management skills in setting priorities to meet project deadlines.
• Proven technical competency in the following areas:
• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Microsoft Visio and Project

Preferred Qualifications

• HDI certification
• Relevant technical certifications
• Strong customer service and communications skills, both oral and written
• Strong critical thinking skills that facilitate service delivery methodology innovation
• Strong knowledge of Service Desk support environments
• Strong analytical, presentation, and problem-solving skills
• Experience leading and developing personnel.

Working Conditions

• Working environment is typical for an office setting.

About the company

SOSi is a private, family-owned and operated government services integrator that works principally in the defense and intelligence sectors. We were founded in 1989 to provide specialized analytical services to the U.S. law enforcement community and ove...