Service Desk Manager

Chantilly, VA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Service Desk Manager

Client: NIH

Duration: Full Time

Responsibilities:-

Oversee and manage a team of IT Support technicians including training coaching and performance monitoring.
Provides leadership and direction to IT Support team fostering a collaborative and high-performance work environment.
Ensures that IT Support tickets adhere to high quality standards meet ticketing SLAs and meet the expectations of customers.
Ensures that IT Support staff provide timely and effective support to end-users resolving technical issues and fulfilling service requests in a professional and customer-focused manner
Coordinate the response to and resolution of IT incidents ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
Monitor service level agreements (SLAs) for IT support services ensuring that performance meets or exceeds agreed-upon targets.
Manage the escalation of complex or high-priority issues to appropriate technical teams or management ensuring timely resolution and communication to affected stakeholders.

Desired Qualifications:-

8 years of relevant applicable professional experience
Experience as Service Desk Team leadership
Experience with managing customer expectations and delivering the highest quality customer service
ServiceNow expertise for queue management and ticket fulfillment.
Bachelors degree from an accredited college or university.

Job Title: Service Desk Manager Client: NIH Duration: Full Time Responsibilities:- Oversee and manage a team of IT Support technicians including training coaching and performance monitoring. Provides leadership and direction to IT Support team fostering a collaborative and high-performance work ...