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.
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