Enterprise Service Desk Manager
2 months ago
Enterprise Service Desk Manager
Arlington VA
Must be US Citizen per client
Responsibilities:
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 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;
ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
Familiarity with Avaya or Genesys Contact Centers a plus
-
Enterprise Service Desk Manager
3 months ago
Bethesda, United States System One Full timeEnterprise Service Desk Manager Arlington VA Must be US Citizen per client Responsibilities: 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...
-
Enterprise Service Desk Manager
4 weeks ago
Bethesda, MD, United States ALTA IT Services Full timeEnterprise Service Desk Manager Arlington VA Must be US Citizen per client Responsibilities: 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...
-
Help Desk Manager
4 weeks ago
Bethesda, United States AAC Full timeThe Help Desk Manager will provide daily supervision and direction to Help/Service Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels. This individual will be responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies;...
-
IT Service Desk/Knowledge Base Manager
3 days ago
Bethesda, United States Lawelawe Defense Inc Full timeJob DescriptionJob DescriptionWho We AreLawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts...
-
Service Desk Operations Manager
9 hours ago
Bethesda, Maryland, United States AAC Full timeJob DescriptionThe Help Desk Manager will oversee daily operations and direction for a team of support staff responsible for delivering assistance to customers through various channels. This individual will be accountable for establishing performance work standards, assigning schedules, reviewing discrepancies, supervising contractors, and communicating...
-
Service Desk Supervisor
3 weeks ago
Bethesda, Maryland, United States AAC Full timeJob ResponsibilitiesPromote a customer-centric culture within the Service Desk.Manage Service Desk staff in the performance of their daily responsibilities.Maintain Standard Operating Procedures (SOPs) used within the Service Desk.Manage Service Desk ticket workflow, ensuring efficient processing and resolution.C coordinate changes with incident and problem...
-
IT Service Desk Knowledge Base Manager Level IV
29 minutes ago
Bethesda, United States Diverse Systems Group LLC Full timeJob DescriptionJob DescriptionDescription:OverviewDiverse Systems Group, LLC is seeking a skilled and motivated IT Service Desk professional who will be responsible for be responsible for overseeing areas of the IT service desk operations and maintaining a comprehensive knowledge base management system for the Information Technology Department at Walter Reed...
-
IT Service Desk Intern
2 weeks ago
Bethesda, United States Cystic Fibrosis Foundation Full timeThe Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with...
-
IT Service Desk Expert
2 weeks ago
Bethesda, Maryland, United States Cohere Technology Group LLC Full timeJob DescriptionCohere Technology Group LLC is seeking a highly skilled IT Service Desk Expert to join our team. As a Help Desk Specialist, you will be responsible for providing expert technical support to our clients.The ideal candidate will have 5 years of relevant experience, a TS/SCI clearance with FSP, and command of Microsoft Windows Applications. They...
-
Enterprise Risk Management Consultant
2 days ago
Bethesda, Maryland, United States Technogen International Company Full timeAbout UsAt Technogen International Company, we are dedicated to delivering exceptional risk management solutions. Our team of experts is passionate about helping clients navigate complex challenges and achieve their goals.Job SummaryWe are seeking a highly experienced Enterprise Risk Management Consultant to join our team. As a subject matter expert in...
-
Chief Enterprise Solutions Manager
3 days ago
Bethesda, Maryland, United States Leidos Holding Full timeAbout LeidosLeidos is a Fortune 500 innovation company that rapidly addresses the world's most challenging issues in national security and health.Job Summary:The Chief Enterprise Solutions Manager will oversee the execution of network services to the National Institute of Health (NIH), ensuring exceptional program execution. They will provide management and...
-
Front Desk Manager
4 weeks ago
Bethesda, Maryland, United States Aramark Full timeJob OverviewWe are seeking a dedicated and customer-focused Front Desk Manager to join our team. As a key member of our hospitality team, you will be responsible for ensuring exceptional guest experiences through proactive reservation management, seamless registration processes, and prompt issue resolution.The ideal candidate will possess excellent...
-
Front Desk Operations Manager
4 weeks ago
Bethesda, Maryland, United States Sage Hospitality Full timeThe Sage Hospitality Group is seeking a highly skilled Front Desk Operations Manager to join our team at the Embassy Suites by Hilton Bethesda. As a key member of our front office staff, you will be responsible for ensuring an efficient operation that provides exceptional results for our customers.The ideal candidate will have at least 1 year of experience...
-
CDO Desk Customer Service Representative
1 week ago
Bethesda, United States RWD Consulting, LLC Full timeCDO DESK CUSTOMER SERVICE REPRESENTATIVE- P/T (Saturday-Sunday 6:00am-3:30pm) Qualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work. 2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction. 3. Must be proficient in the use of...
-
CDO Desk Customer Service Representative
5 days ago
Bethesda, United States RWD Consulting, LLC Full timeCDO DESK CUSTOMER SERVICE REPRESENTATIVE- P/T (Saturday-Sunday 6:00am-3:30pm)Qualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work.2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction.3. Must be proficient in the use of Microsoft...
-
Enterprise Sales Manager
3 weeks ago
Bethesda, Maryland, United States Xometry Full timeJob OverviewXometry is a leading digital marketplace that connects manufacturers with buyers at Fortune 1000 companies.We are seeking an experienced Enterprise Sales Manager to manage and convert inbound inquiries for customers. This role requires developing an understanding of customer needs, from prototype parts to production needs, and demonstrating the...
-
Customer Service Representative III
4 months ago
Bethesda, United States RWD Consulting, LLC Full timeCDO DESK CUSTOMER SERVICE REPRESENTATIVE Qualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work. 2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction. 3. Must be proficient in the use of Microsoft Word and Excel and have...
-
Customer Service Representative III
1 month ago
Bethesda, United States RWD Consulting, LLC Full timeCDO DESK CUSTOMER SERVICE REPRESENTATIVEQualifications: 1. Shall have one year of experience in the hospitality service industry or equivalent work.2. Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction.3. Must be proficient in the use of Microsoft Word and Excel and have excellent...
-
Help Desk Team Lead
2 weeks ago
Bethesda, Maryland, United States BTI Full timeAbout BTIWe're a dynamic company that provides innovative solutions for businesses in Upper Marlboro MD. Our mission is to deliver exceptional technology services, and we're looking for an experienced IT Support Manager to join our team in Bethesda Maryland.Job Summary:Lead a team of Help Desk staff providing technical support to customers.What We Offer:An...
-
Bethesda, United States TechnoGen Full timeSubject Matter Expert in Enterprise Risk ManagementDuration: Long TermLocation: Bethesda, MD Remote Pay rate: Market/FlexibleMinimum Experience: At least ten (10) years of experience in establishing, implementing, and/or advising senior executives on enterprise risk management practices is preferred. Functional Responsibility: Serve as the subject matter...