Service Desk Operations Manager

1 week ago


Washington, United States Empower AI Inc. Full time
Job Summary

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: Handle queries and operational problems related to IT processes, policies, systems, and usage.
  • Offer Support through Multiple Channels: Provide assistance through various service-level channels to ensure seamless communication with clients.
  • Improve ITD Communication Processes: Enhance communication processes to keep customers informed about the status of their requests.
  • Manage End-User Support Requirements: Oversee all end-user support needs, ensuring timely and effective resolution.
  • Implement Self-Help Services: Develop and implement self-help services to reduce the burden on the service desk.
  • End-to-End Tracking: Implement end-to-end tracking to monitor and improve service desk operations.
  • Improve Asset Management Practices: Enhance asset management practices to improve support and reduce costs.
  • Meet Service Level Requirements: Ensure that service desk services meet end-user needs and United States Mint business requirements.
Qualifications
  • Project Management Certification: Possess a Project Management Professional (PMP) or Agile Project Management certification.
  • ITIL or HDI Certification: Hold an ITIL 4+ Foundation Certification, HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate certification.
  • CompTIA A+ Certification: Obtain CompTIA A+ certification within six months of onboarding.
  • Minimum 15 Years of Experience: Possess a minimum of 15 years of experience in data center services.
  • Experience Meeting SLAs: Have experience meeting and exceeding service desk SLAs.
  • Ability to Keep Confidential Information: Demonstrate the ability to keep sensitive and confidential information private.
About Empower AI Inc.

Empower AI Inc. is an equal opportunity employer, committed to providing a diverse and inclusive work environment. We affirm 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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