Service Desk Manager Job at Inserso, Washington DC

c3FrYmMrU0Y4d3c0TlhQZ1hHRlE5RUlXL0E9PQ==
  • Inserso
  • Washington DC

Job Description

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 meet the Department of Justice Residency Requirement.

* Successful completion of the DOJ OJP security 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.

Job Tags

Full time,

Similar Jobs

Native American LifeLines

Office Assistant Job at Native American LifeLines

 ...Description Job Title: Program Assistant Department: Administration...  ...to perform general clerical/office duties to include, but not...  ...candidate will have experience working in a related field and must be...  ...sponsored by NAL. Flexible work from home options available.... 

UPMC - Pittsburgh Medical Center

CRNP or PA - Children's Express Care Mechanicsburg Job at UPMC - Pittsburgh Medical Center

Job Description Join Our Team providing after hours pediatric care at UPMC Children's Express Care in Mechanicsburg, PA!\n Are you a compassionate and dedicated Certified Registered Nurse Practitioner (CRNP) or Physician Assistant (PA) looking for a part-time...

Nordstrom

Barista - Specialty Coffee - Burlington Job at Nordstrom

 ...Job Description The ideal barista is motivated, outgoing and committed to providing outstanding customer service every day. A day...  ...customer service Be knowledgeable and enthusiastic about coffee, tea and drink preparation and products Assist with setup, cleanup... 

FUJIFILM Holdings America Corporation

Marketing and Communications Specialist Job at FUJIFILM Holdings America Corporation

 ...Microsoft Office and Adobe Creative Cloud applications (Word, Excel, PowerPoint, InDesign, Photoshop, etc.) Experience in content management systems (CMS) such as WordPress and eCommerce (Magento), desirable. #LI Hybrid #LI HybridFUJIFILM Holdings America Corporation

AURA

Entry Level Marketing Trainee Job at AURA

 ...your marketing career begins here! Join our dynamic team as an Entry Level Marketing Trainee and set off on a thrilling adventure where learning...  ...someone like you, who's ready to immerse themselves in the art of marketing and carve out a path filled with potential. If you...