Service Desk Manager

4 weeks ago


Brunswick Georgia, United States ValidaTek, Inc. Full time
Job Summary

We are seeking a highly skilled Service Desk Manager to join our team at ValidaTek, Inc. This is a unique opportunity to work with a technically diverse team and contribute to the delivery of exceptional IT services to our clients.

Key Responsibilities
  • Manage and optimize incident and problem management processes to minimize business impact
  • Detect, classify, and analyze recurring incidents to identify root causes and implement corrective actions
  • Plan and coordinate activities to perform, monitor, and report on incident and problem management processes
  • Act as the primary point of contact for major incidents and manage the incident and problem life cycle
  • Implement and report on ITIL processes for incident and problem management
  • Represent the first stage of incident escalation and monitor incidents to ensure Service Level Agreements are respected
  • Identify, initiate, schedule, and conduct incident reviews to drive continuous process improvement
Requirements
  • 6+ years of related technical and managerial experience in an end-to-end service desk and desk-side service delivery environment
  • Experience in incident and problem management in a large-scale enterprise environment
  • Familiarity with service desk technologies, including IT Service Management, preferably Ivanti
  • Strong client-facing communication skills and experience in communicating with senior government personnel
  • Ability to pass a Federal Law Enforcement Background Investigation
What We Offer

ValidaTek, Inc. offers a competitive salary range based on experience, geographic location, contract affordability, internal equity, education, and certifications. We are an Equal Opportunity Employer and welcome applications from qualified candidates.


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