Service Desk Manager

6 days ago


Richmond, Virginia, United States Commonwealth of Virginia Full time

Job Summary

The Commonwealth of Virginia is seeking a highly skilled Service Desk Manager to oversee the Service Desk team and ensure that end users receive the appropriate assistance. This role involves managing all procedures related to incident identification, prioritization, and resolution, including monitoring, tracking, and coordination of Service Desk functions.

Key Responsibilities

  • Oversee the Service Desk team and ensure that end users receive timely and effective assistance.
  • Manage all procedures related to incident identification, prioritization, and resolution.
  • Monitor, track, and coordinate Service Desk functions to ensure efficient incident resolution.
  • Oversee the prioritization and escalation of IT incidents.
  • Implement workarounds and conduct trend analyses and root cause analyses as needed.
  • Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
  • Contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.

Requirements

  • College diploma or university degree in computer science or equivalent work experience.
  • Certification in ITIL.
  • Extensive application support experience.
  • Extensive knowledge of computer hardware.
  • Working knowledge of diagnostic utilities.
  • Experience with desktop and server operating systems.
  • Familiarity with advanced ITIL principles.
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in managing a technical support team.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.


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