Service Desk Operations Manager

2 months 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 to handle IT-related processes, policies, systems, and use.
  • Offer support through multiple service-level channels, including hardware and software support, logging of problems, dispatch of service technicians or parts, training coordination, and other IT-related issues.
  • Improve ITD communication processes, such as keeping customers informed on the status of their request.
  • Manage all end-user support requirements, including adoption of relevant best practices, implementation of self-help services, end-to-end tracking, and improvement of asset management practices.
  • Provide Service Desk Services that meet end-user needs and meet United States Mint business requirements.
Requirements
  • Project Management PMP / Agile PM certification.
  • HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification.
  • Must obtain CompTIA A+ within six (6) months of onboarding.
  • Minimum 15 years data center services experience.
  • Experience meeting and exceeding Service Desk SLAs.
  • Experience in managing Service Desk Operations day-to-day operations.
  • Ability to keep sensitive and confidential material private.
Preferred Qualifications
  • Experience leading a team responsible for addressing tickets in ServiceNow.
Physical Requirements
  • Sitting for long periods.
  • Standing for long periods.
  • Ambulate throughout an office.
  • Ambulate between several buildings.
  • Stoop, kneel, crouch, or crawl as required.


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