Support Center Service Desk Manager

Job summary
Support Center (Service Desk) ManagerFull Time, Mid-levelDepartment: Information Technology
Job seniority: mid-to-senior level
Responsibilities
• Support a wide-ranging technical support initiative for a large Federal agency• Contribute to government innovation• Collaborate and anticipate the needs of others• Develop and maintain formal processes and procedures• Implement methodologies to improve first call resolution• Recommend and implement appropriate technology and resources• Build and retain a qualified service desk team• Implement innovative staffing and scheduling models• Develop a customer care philosophy• Analyze service desk performance
Requirements
• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science• HDI certified as a HDI Support Center Manager• Experience re-engineering or setting up service desks• Experience obtaining Government management buy-in• Experience developing and maintaining processes and procedures• Experience implementing methodologies to improve resolution• Experience recommending and implementing appropriate technology and resources• Experience building and retaining a qualified team• Experience implementing innovative staffing and scheduling models• Experience developing a customer care philosophy• Experience analyzing service desk performance• Experience managing an incident management system complying with ITIL V3/V4 standards
Benefits
• Health, Dental, and Vision insurance• Life Insurance• 401k• Flexible Spending Account• Paid Time Off and Observance of State/Federal Holidays