Service Desk Manager

Empower AI; Mississippi; On-site; USD 70,000 - 100,000; Full time

Job summary

A government-focused company is seeking a Service Desk Manager to lead Level 1 services, ensuring high performance and customer satisfaction. The ideal candidate will have a Bachelor's degree and significant experience in IT Service Desk environments, with certifications from HDI or Service Desk Institute.

Qualifications

• 4-9 years experience in an IT Service Desk Environment.
• Possesses comprehensive knowledge across key tasks.
• Plans and leads major technology assignments.

Responsibilities

• Oversee requests, incidents, and problems in Level 1 support.
• Train and coach service desk specialists.
• Develop strategies for improvement.

Skills

Management

Customer Service

Technical Expertise

Problem Solving

Education

Bachelor's degree or higher

Tools

HDI Certification

Service Desk Institute Certification

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

The Service Desk Manager will manage the performance of Level 1 services and support to customers. They are responsible for ensuring they meet or exceed customer expectations. They ensure staff is meeting performance goals and that standards and processes are followed.

POSITION RESPONSIBILITIES:

• Oversee 100% of requests, incidents, and problems
• Manage and coordinate urgent and complex support issues
• Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure smooth escalation and communication within the organization
• Determine root cause of issues and communicate appropriately to internal and external customers
• Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities
• Identify team leads for three sections including Tier 1, Incident Management, and Problem Management
• Verify sufficient employee coverage and provide backup support
• Communicate status/issues with customers
• Develop strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledge Management repository and ensure top-quality solutions are available to staff
• Develop an effective framework for managing and improving customer IT support in the organization
• Advise management on situations requiring additional client support or escalation
• Review customer satisfaction survey feedback to improve services, tools, and support experience
• The SD Manager will disseminate policy, prepare and distribute schedules, monitor contractor activities, advise government personnel of project status, and prepare deliverables.

Qualifications

POSITION REQUIREMENTS:

• Possesses and applies comprehensive knowledge across key tasks and high-impact assignments.
• Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others.
• Bachelor’s degree or higher required.
• 4-9 years experience in an IT Service Desk Environment.
• Help Desk Institute (HDI) or Service Desk Institute (HSi) certification.

PHYSICAL REQUIREMENTS:

• Sitting for long periods
• Standing for long periods

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.