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Service Desk Manager

2 months ago

Washington, Washington, D.C., United States Empower AI Inc. Full time
{"title": "Service Desk Manager", "content": "Job Summary

Empower AI Inc. is seeking a highly skilled Service Desk Manager to provide centralized information and support management services to handle IT-related queries and operational problems. The successful candidate will be responsible for managing a team responsible for addressing tickets in ServiceNow and ensuring excellent services to our client, the United States Mint.

Key Responsibilities
  • Improve ITD communication processes to keep customers informed on the status of their request
  • Offer support through multiple service-level channels
  • Shorten service response-time levels by improving IT Service Manage (ITSM) workflows
  • Manage all end-user support requirements
  • Adopt relevant best practices
  • Implement self-help services
  • End-to-end tracking
  • Improve asset management practices and support of asset management
  • Increase "first contact" resolution rate
  • Reduce and eliminate the number of calls unresolved after seven days and/or service level requirements
Requirements
  • Bachelor's degree in Information Systems or a relevant field
  • PMP Certification
  • Agile Certification
  • ITIL 4+ Foundation Certification
  • Minimum 15 years data center services experience
  • Technical, project, and operation management of service desk operations and asset management
  • Ability to keep sensitive and confidential material private
About Empower AI

Empower AI Inc. is an equal opportunity employer and affirms that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.

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