Enterprise Service Desk Manager

Enterprise Service Desk Manager Location:

Arlington VA

Must be US Citizen per client

Responsibilities: This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;

Manage all Service Desk supervisors, trainers, quality manager and workflow;

Ensure Queue management practices are followed and enhanced;

Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests;

Liaise with the customer Service Delivery Technical Monitors;

Manage the development and issuance of Service Desk operational reports;

Represent the Service Desk team in a customer-facing role;

Liaise with the Contractor designated Change lead;

Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;

Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;

Serve as a further escalation point for Service Desk supervisors;

ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk;

At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services;

Familiarity with Avaya or Genesys Contact Centers a plus.

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