Service Desk Manager
2 weeks ago
SUVI is seeking a highly skilled Service Desk Lead to provide top-notch Information Technology Support Services to support the mission of the Government.
Key Responsibilities:- Supervise Help Desk Operations: Oversee the day-to-day activities of the help desk team, ensuring seamless support to end-users.
- Resolve Complex Technical Issues: Identify, research, and resolve intricate technical problems, applying expertise to deliver timely solutions.
- Develop Escalation Procedures: Create and manage escalation protocols to maintain service levels, guaranteeing prompt resolution of critical issues.
- Document and Track Issues: Accurately document, track, and monitor problems to ensure timely resolution, leveraging tools to optimize support processes.
- Collaborate with Technical Teams: Coordinate with technical, professional, and service personnel to resolve issues, providing expert guidance on computer software and hardware.
- Lead and Direct Team Members: Supervise and direct the work of subordinate employees, fostering a culture of excellence and teamwork.
- Security Clearance: Top Secret with SCI eligibility required.
- Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, Information Technology, or equivalent work experience.
- Experience: 9+ years in helpdesk/desktop support, managing technical personnel, and with ServiceNow platform and M365 products.
Desired Qualifications:
- ITIL Certification: Possess Information Technology Information Library (ITIL) v3 or later certification.
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