Service Desk Tower Lead
Service Desk Tower Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Title Service Desk Tower Lead
Client FDIC
Location Onsite Fairfax Drive Arlington VA
Duration 6 Months C2H
Please use the skills matrix below:
Overall professional experience
Managing a Service Desk
Service Desk Services
Managing contractor personnel performance
Avaya contact centers
Genesys contact centers
Is your candidate a US Citizen
Does your candidate have an active public trust
Has your candidate ever held any type of federal government clearance If so which one(s)
Where does your candidate currently live
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 Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead you will be responsible for overseeing the daytoday 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.
Responsibilities
- 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 customerfacing 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
Thanks & Regards
Kiran BhattTechnical Recruiter
Email:
LARGETON INC 13800 Coppermine Rd Herndon VA 20171
Employment Type
Full Time
