2nd Shift Service Desk Manager
3 weeks ago
Kadiak, LLC is seeking a highly skilled Service Desk Lead to manage daily operations of the service desk, lead the service desk shift team, and represent the shift team to other stakeholders. The ideal candidate will have four years of relevant experience, a Top-Secret clearance, and the ability to work in a 24/7 operational environment.
Key Responsibilities
- Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk and the IT Unit.
- Present formal and informal training and assistance on new SOPs and/or new ITU processes.
- Generate Service Desk activity reports, including ticket metrics, survey results, and performance metrics.
- Monitor Service Desk performance and customer service skills for training and addressing areas of concern.
- Act as a catalyst for change and improvement in performance and quality.
- Ensure activities, services, and products meet organizational goals and objectives.
Requirements
- Four years of relevant experience.
- Ability to work in a 24/7 operational environment and on call rotation.
- Associate's degree in a related field or 2 years of experience can be substituted.
- Top-Secret clearance required.
Working Environment
This job operates in a professional office environment with a noise level of mostly low to moderate. The incumbent is required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations, and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
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