Service Desk Manager

2 weeks ago


Richmond, Virginia, United States Commonwealth of Virginia Full time

Job Summary

The Service Desk Manager is responsible for overseeing the Service Desk team and ensuring that end users receive timely and effective assistance. This includes managing incident identification, prioritization, and resolution, as well as monitoring and tracking Service Desk functions.

Key Responsibilities

  • Manage Service Desk staff and ensure high levels of customer service quality and availability.
  • Implement and oversee policies and procedures to ensure consistent service levels and quick resolutions.
  • Develop and implement proactive resolution plans and contribute to escalated problem resolution.
  • Collaborate with stakeholders to design and analyze the organization's service desk according to best practices.

Requirements

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

Additional Considerations

Please refer to the Commonwealth's commitment to inclusion and the Alternative Hiring Process for individuals with disabilities.


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