What are the responsibilities and job description for the Enterprise Service Desk Manager position at TETRAHED INC?
Hi
Hope you are doing good
Enterprise Service Desk Manager
Arlington, VA- Must be onsite 5 days per week.
Must be a US citizen.
Must be able to obtain a public trust.
THIS IS ALSO A SR LEVEL ROLE AND NEED THE REQUIRED YEARS OF MANAGEMENT EXPERIENCE
This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day 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
Parimala
Technical Recruiter
Skills: it outsourcing,continuous improvement,risk management,it service,problem management,incident management,hdi manager level,enterprise,queue management,request management,event management,csat,itil v3 or itil v4 foundation,call monitoring,itil,customer service,service desk management
Hope you are doing good
Enterprise Service Desk Manager
Arlington, VA- Must be onsite 5 days per week.
Must be a US citizen.
Must be able to obtain a public trust.
THIS IS ALSO A SR LEVEL ROLE AND NEED THE REQUIRED YEARS OF MANAGEMENT EXPERIENCE
This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day 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
- Must have a minimum of 10 years of direct Service Desk management experience.
- Must have a current ITIL v3 or ITIL v4 Foundation certification (or HDI Manager Level).
- Must have at least 5 years in an IT outsourcing environment that includes managing contractor personnel performance of the service desk services.
- 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 customer-facing 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.
- Familiarity with Avaya or Genesys Contact Centers a plus
Parimala
Technical Recruiter
Skills: it outsourcing,continuous improvement,risk management,it service,problem management,incident management,hdi manager level,enterprise,queue management,request management,event management,csat,itil v3 or itil v4 foundation,call monitoring,itil,customer service,service desk management
