Service Desk Shift 1 Manager

6 days ago

Vienna, Virginia, United States Kadiak, LLC Full time
Job Summary

Kadiak, LLC, a Koniag Government Services company, is seeking an experienced Service Desk Shift 1 Leader to support our government customer in a dynamic and challenging environment.

Key Responsibilities
  • Manage Daily Operations: Oversee the daily activities of the service desk, ensuring seamless execution of tasks and efficient resolution of customer issues.
  • Lead the Shift Team: Supervise and mentor a team of service desk professionals, providing guidance and support to ensure excellent customer service and technical expertise.
  • Represent the Shift Team: Act as a liaison between the service desk and other stakeholders, communicating effectively to ensure alignment and collaboration.
  • Drive Continuous Improvement: Identify areas for improvement and implement process enhancements to increase efficiency, productivity, and customer satisfaction.
Essential Functions and Responsibilities
  • Interpret and Apply Standard Operating Procedures: Ensure compliance with established SOPs, auditing processes, and updating procedures as needed.
  • Present Training and Assistance: Deliver formal and informal training on new SOPs and IT processes, promoting knowledge sharing and skill development.
  • Generate Service Desk Reports: Compile and analyze metrics, survey results, and performance data to inform decision-making and drive improvement.
  • Monitor Performance and Customer Service: Evaluate service desk performance, customer service skills, and identify areas for improvement.
  • Review and Update Ticket Content: Ensure accurate and relevant information is included in ticket content, working with staff to resolve issues and improve processes.
  • Catalyst for Change and Improvement: Drive innovation and improvement in performance and quality, ensuring activities, services, and products meet organizational goals.
  • Provide Regular Updates: Share insights on common problems, resolutions, and improvements, ensuring stakeholders are informed and aligned.
  • Assess Customer Requirements: Ensure customer needs are met within established SOPs, documenting and escalating issues as necessary.
  • Conduct Walkthroughs and Meet with Customers: Identify outstanding issues, ensure customer service meets established standards, and provide feedback for improvement.
Work Experience, Knowledge, Skills, and Abilities
  • Relevant Experience: Four years of experience in a related field, with a proven track record of success in a 24/7 operational environment.
  • Working on Call Rotation: Ability to work on call rotation, demonstrating flexibility and adaptability in a dynamic environment.
  • Education and Certifications: Associate's degree in a related field or equivalent experience, with a focus on technical skills and knowledge.
  • Clearance Requirements: Top-Secret clearance required, with the ability to maintain confidentiality and handle sensitive information.
Working Environment and Conditions

This role operates in a professional office environment, with a moderate noise level. The incumbent will be required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The workload may require sitting for extended periods, and the incumbent must be able to read, do simple math calculations, and withstand moderate amounts of stress. The incumbent may occasionally lift and/or move up to 25 lbs, with specific vision abilities required for the job including close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity Policy

Kadiak, LLC is an equal opportunity employer, committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. We are dedicated to seeking all qualified applicants and provide reasonable accommodations for individuals with disabilities. If you require accommodation to navigate or apply for a position on our website, please contact Heaven Wood via email or by calling to request accommodation.

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