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Supervisory IT Specialist
2 months ago
Major duties for this position include, but are not limited to the following:
Serves as the Customer Service Manager for headquarters and reports to and serves as a key advisor to the Branch Chief, Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk), customer experience, performance, and standards. Continuously benchmarks operations to assess efficiency, effectiveness, and quality of services.
Responsible for leading the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor.
Leads and coordinates the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
Oversees the 24/7 Level 1 (phone) support services. Applies industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
Manages the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
Responsible for applying the appropriate industry frameworks (e.g., Information Technology Infrastructure Library (ITIL), Knowledge-Centered Service (KCS), Six Sigma, Kanban, Capability Maturity Model (CMMI) for Services, etc.) within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
Works with other IT managers to provide a cohesive customer experience.
Responsible for monitoring and reporting on service level targets for incidents, problems, and requests fulfilment; regularly presents performance results to the Agency executive leadership.
Maintains and tests contingency plans to ensure high availability of the Support Center services.
Formulates and defends IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
Develops performance standards and evaluates work performance of direct reports.
Serves as one of the program managers for the labor services support contract.
Performs other duties as assigned.