Service Desk Manager

Empower AI; Washington (District of Columbia); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to oversee IT support services for a prestigious client. This pivotal role involves managing a team to ensure efficient handling of IT-related queries and operational problems, enhancing service response times, and implementing best practices in service management. With a focus on delivering innovative solutions, this position offers a unique opportunity to contribute to the transformation of IT services within a dynamic environment. If you're passionate about leading teams and improving service delivery, this role promises a rewarding career path.

Qualifications

• 15+ years of experience in data center services and service desk operations.
• PMP, Agile, and ITIL certifications required for this role.

Responsibilities

• Manage centralized IT support for the United States Mint's queries and problems.
• Improve service response times and communication processes for end-users.

Skills

IT Service Management

Project Management

Technical Support

Asset Management

Agile Methodologies

Education

Bachelor's degree in Information Systems

PMP Certification

Agile Certification

ITIL 4+ Foundation Certification

Tools

ServiceNow

Job description

Service Desk Manager

Job ID: 2024-7941

Job Locations: US-DC-WASHINGTON

Category: IT: Support / Technician

Type: Regular Full-Time

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

As a Service Desk Manager for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mint's queries and operational problems about IT-related processes, policies, systems, and use. Services include hardware and software support, logging problems, dispatching service technicians or parts, training coordination, and other IT-related issues. You will serve as a critical component in meeting our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services to support the United States Mint. In assuming this position, you will be a key contributor to Empower AI, Inc.'s mission: To deliver innovative, cost-effective solutions and services that enable our customers to adapt rapidly to dynamic environments.

Highlights of Responsibilities:

• Improve ITD communication processes (e.g., keep customers informed on the status of their requests)
• Offer support through multiple service-level channels
• Shorten service response times (e.g., improve IT Service Management workflows)
• Manage all end-user support requirements
• Adopt relevant best practices
• Implement self-help services
• Ensure end-to-end tracking
• Improve asset management practices and support
• Increase 'first contact' resolution rate
• Reduce unresolved calls after seven days or service level requirements
• Provide Service Desk Services that meet end-user needs and the United States Mint's business requirements

Qualifications

Requirements:

• Bachelor's degree in Information Systems or a relevant IT field
• PMP Certification
• Agile Certification
• ITIL 4+ Foundation Certification
• Minimum 15 years of data center services experience
• Technical, project, and operations management of service desk operations and asset management
• Ability to maintain sensitive and confidential information privately

Preferred Education and Experience:

• Experience managing a team responsible for addressing tickets in ServiceNow (preferred)

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulating throughout an office and between buildings
• Stoop, kneel, crouch, or crawl as required

About Empower AI

All hiring and promotion decisions are merit-based to bring the best talent to our firm. Empower AI does not discriminate based on age, color, sex, disability, national origin, race, religion, or veteran status. We are a VEVRAA Federal Contractor.