Service Desk Manager

Summary

The Infrastructure Operations Service Desk Lead is responsible for the day-to-day management of the Tier 1 and 2 Service Desk.

Your role in our mission

• Lead the day-to-day activities of the Contractor Service Desk Staff.
• Manage Tier 1 and 2 incidents that occur in non-production and Production environments.
• Coordinate with other contractors regarding escalation of incidents to Tier 3.
• Oversee requests, incidents and problems reported to the Service Desk.
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Mature phone/ticket escalation processes to improve free flowing escalation and information within the organization.
• Monitor and manage phone queue (participating in escalated calls as needed).
• Thoroughly document, consistently audit, and regularly improve processes used by the service desk.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
• Train, coach and mentor Service Desk Specialists (Tiers 1 and 2) including career development.

• Provide data and reporting of KPIs and trends.

What we're looking for

• A minimum of two (2) years of lead experience within the past five (5) years working in a service desk/help desk.
• A minimum of two (2) years of experience within the past five (5) years working in a help desk environment serving over 2,500 end users.
• A minimum of two (2) years of experience within the past five (5) years with the ServiceNow platform and tools.

• Hold and maintain for the duration of the contract an ITIL certification.

What you should expect in this role