Inserso Corporation
Service Desk Manager
Inserso Corporation, Washington, District of Columbia, us, 20022
Washington, District Of Columbia Full-Time Jul 19, 2024
Responsibilities:
Operate the Service Desk ensuring that the staff resources are sufficient to provide timely and responsive enterprise support to the customer’s user community. Manage the daily mission for the Service Desk supporting over 50,000 internal/external users. Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly and annual basis. Enforce a service desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported. Increase performance by analyzing SLA compliance and ticket characteristics, creating effective practices in response to trends. Ensure timely notification to the customer on service impacting outages or incidents. Evaluate performance results and recommend changes affecting the Service Desk staff and operations. Provide strong analytical skills to provide guidance based on metrics results generated from the call management system and call tracking/ticketing system (ServiceNow). Monitor and report the status on all QA activities for the Service Desk and consolidation of all metrics and reports. Required Skills/Experience:
Bachelor’s Degree or equivalent experience. Must be a U.S. Citizen and successfully complete a Public Trust background check. 8+ years of Service Desk experience. 4+ years of experience in enterprise-level (10,000+ users) service desk support. Experience managing organizations with at least 30 full-time employees. Excellent written and verbal communication skills to effectively interact with Customers as well as other delivery teams involved in the problem resolution process. Strong leadership qualities with an emphasis on excellent customer service, teambuilding and leading by example. Ability to drive results in a team-oriented environment. Ability to work independently and collaboratively. Ability to work in a high stress and changing environment. Preferred Skills/Experience:
ITIL Foundation certification. HDI Support Center Manager or Service Level Management Certification. Experience supporting federal agencies. Physical and/or Mental Qualifications:
Effectively communicate with customers, stakeholders, and technical specialists. EOE, including Disability/Vets. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
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Operate the Service Desk ensuring that the staff resources are sufficient to provide timely and responsive enterprise support to the customer’s user community. Manage the daily mission for the Service Desk supporting over 50,000 internal/external users. Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly and annual basis. Enforce a service desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported. Increase performance by analyzing SLA compliance and ticket characteristics, creating effective practices in response to trends. Ensure timely notification to the customer on service impacting outages or incidents. Evaluate performance results and recommend changes affecting the Service Desk staff and operations. Provide strong analytical skills to provide guidance based on metrics results generated from the call management system and call tracking/ticketing system (ServiceNow). Monitor and report the status on all QA activities for the Service Desk and consolidation of all metrics and reports. Required Skills/Experience:
Bachelor’s Degree or equivalent experience. Must be a U.S. Citizen and successfully complete a Public Trust background check. 8+ years of Service Desk experience. 4+ years of experience in enterprise-level (10,000+ users) service desk support. Experience managing organizations with at least 30 full-time employees. Excellent written and verbal communication skills to effectively interact with Customers as well as other delivery teams involved in the problem resolution process. Strong leadership qualities with an emphasis on excellent customer service, teambuilding and leading by example. Ability to drive results in a team-oriented environment. Ability to work independently and collaboratively. Ability to work in a high stress and changing environment. Preferred Skills/Experience:
ITIL Foundation certification. HDI Support Center Manager or Service Level Management Certification. Experience supporting federal agencies. Physical and/or Mental Qualifications:
Effectively communicate with customers, stakeholders, and technical specialists. EOE, including Disability/Vets. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
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