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Service Desk Operations Manager
2 months ago
We are seeking a highly skilled Service Desk Lead to join our team at Empower AI Inc. as a critical component in fulfilling our mission of providing excellent services to our clients.
Key Responsibilities- Provide centralized information and support management services to handle queries and operational problems related to IT processes, policies, systems, and use.
- Offer support through multiple service-level channels, including hardware and software support, logging of problems, dispatch of service technicians or parts, training coordination, and other IT-related issues.
- Improve ITD communication processes, such as keeping customers informed on the status of their request.
- Manage all end-user support requirements, including adoption of relevant best practices, implementation of self-help services, end-to-end tracking, and improvement of asset management practices.
- Provide Service Desk Services that meet end-user needs and meet United States Mint business requirements.
- Project Management PMP / Agile PM certification.
- HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification.
- Must obtain CompTIA A+ within six (6) months of onboarding.
- Minimum 15 years data center services experience.
- Experience meeting and exceeding Service Desk SLAs.
- Experience in managing Service Desk Operations – day to day operations.
- Ability to keep sensitive and confidential material private.
- Experience leading a team responsible for addressing tickets in ServiceNow.
- The ability to perform the below essential functions:
- Sitting for long periods.
- Standing for long periods.
- Ambulate throughout an office.
- Ambulate between several buildings.
- Stoop, kneel, crouch, or crawl as required.
