Service Desk Manager

7 days ago

Herndon, Virginia, United States Peraton Full time
Service Desk Manager Job Description

Peraton is seeking a highly skilled Service Desk Manager to lead our team of technical experts in providing exceptional support to our customers.

The successful candidate will be responsible for managing a team of 25+ agents, overseeing the creation and maintenance of documentation, and ensuring the team adheres to ITIL best practices.

Key Responsibilities:
  • Manage a team of technical experts to provide timely and effective support to customers
  • Oversee the creation and maintenance of documentation related to support processes, technical troubleshooting, and FAQs
  • Ensure the team adheres to ITIL best practices in all aspects of event and incident management
  • Analyze performance data to identify trends, service gaps, and opportunities for improvement
  • Develop and maintain a comprehensive knowledgebase to encourage self-service and shared expertise
  • Implement improvements to improve operational effectiveness
  • Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training
  • Oversee and manage the operational aspects of ongoing projects
Requirements:
  • 6 years of experience in a supervisory role, with 5+ years of experience in supervising a Call/Service Center
  • Minimum experience of having 25 direct reports in the context of training, mentoring, and evaluating the performance of agents
  • Strong knowledge of ServiceNow and experience meeting and exceeding service desk SLAs
  • Experience with the use of contact center systems (i.e. NICE)
  • Exceptional communication and interpersonal skills, both oral and written
  • Ability to lead as an example to the team and work with a high level of responsibility and multiple priorities
Desired Qualifications:
  • HDI Certification
  • Preferred industry experience - Federal Government
  • ITIL Foundations Certification
  • ServiceNow Certifications

Peraton offers a comprehensive benefits package, including fully comprehensive medical plans, tuition reimbursement, and fertility treatment. We are committed to the growth of our employees and provide opportunities for professional development and advancement.

  • Service Desk Manager

    1 week ago

    Herndon, Virginia, United States AKIMA Full time

    Service Desk Lead Job DescriptionSUVI 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:Oversee the day-to-day operations of the help desk, ensuring timely and effective resolution of technical issues.Identify, research, and resolve complex...

  • Service Desk Manager

    2 weeks ago

    Herndon, Virginia, United States AKIMA Full time

    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...

  • Service Desk Lead

    3 weeks ago

    Herndon, Virginia, United States Insight Global Full time

    Job Title: Service Desk LeadThe ideal candidate for this role will possess a deep understanding of business requirements and have experience working with cross-functional teams. They will be responsible for overseeing the Service Desk, ensuring that all tickets and requests are handled within Service Level Agreements (SLAs). The successful candidate will...

  • Senior Service Desk Analyst

    2 weeks ago

    Herndon, Virginia, United States ManTech Full time

    Secure Our Nation, Ignite Your FutureAt ManTech International, we're committed to protecting our nation's security while fostering a culture of innovation and growth. As a Tier 2 Service Desk Senior Analyst, you'll play a critical role in our diverse team, working on cutting-edge projects that offer opportunities for advancement.ResponsibilitiesProvide...

  • Help Desk Support Service Specialist

    3 weeks ago

    Herndon, Virginia, United States ProSidian Consulting, LLC Full time

    Job Title: Help Desk Support Service SpecialistProSidian Consulting, LLC is seeking a highly skilled Help Desk Support Service Specialist to join our team. As a Help Desk Support Service Specialist, you will be responsible for providing technical support and assistance to our clients and internal teams.Key Responsibilities:Provide technical support and...

  • Front Desk/Hotel Guest Service Representative

    4 weeks ago

    Herndon, Virginia, United States Hilton Washington Dulles Airport Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Front Desk/Hotel Guest Service Agent to join our team at the Hilton Washington Dulles Airport Hotel. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring a smooth and efficient check-in and check-out process, and maintaining a high...

  • Help Desk Support Service Specialist

    5 days ago

    Herndon, Virginia, United States ProSidian Consulting, LLC Full time

    Job OverviewProSidian Consulting, LLC is seeking a highly skilled Help Desk Support Service Specialist to join our team. As a Help Desk Support Service Specialist, you will provide technical support for complex IT issues, including troubleshooting, diagnosis, and resolution for systems and networks. You will also oversee system administration tasks to ensure...

  • Help Desk Support Service Specialist

    3 weeks ago

    Herndon, Virginia, United States ProSidian Consulting, LLC Full time

    Job Title: Help Desk Support Service SpecialistProSidian Consulting, LLC is seeking a highly skilled Help Desk Support Service Specialist to join our team. As a Help Desk Support Service Specialist, you will be responsible for providing technical assistance to end-users, troubleshooting and resolving technical issues, and collaborating with IT staff to...

  • Front Desk Representative

    3 weeks ago

    Herndon, Virginia, United States free-classifieds-usa Full time

    Front Desk Agent Job DescriptionWe are seeking a highly skilled and customer-focused Front Desk Agent to join our team at SpringHill Suites Herndon Reston. As a Front Desk Agent, you will be responsible for delivering exceptional guest experiences and ensuring seamless check-in and check-out processes.Key Responsibilities:Process guest arrivals and...

  • Front Desk Representative

    3 weeks ago

    Herndon, Virginia, United States New Castle Hotels Full time

    Front Desk Agent Job DescriptionAs a Front Desk Agent at New Castle Hotels, you will be the first point of contact for our guests, setting the tone for their stay. Your warm welcome and genuine hospitality will make a lasting impression.Key Responsibilities:Provide exceptional customer service, ensuring a positive experience for our guests.Manage front desk...

  • Front Desk Representative

    3 weeks ago

    Herndon, Virginia, United States New Castle Hotels Full time

    Front Desk AgentPosition Summary:We are seeking a friendly and efficient Front Desk Agent to join our team at New Castle Hotels. As a Front Desk Agent, you will be the first point of contact for our guests, providing a warm welcome and ensuring a smooth stay.Key Responsibilities:Provide exceptional customer service, responding to guest inquiries and...

  • Help Desk Support Service Specialist

    3 weeks ago

    Herndon, Virginia, United States ProSidian Consulting, LLC Full time

    Job DescriptionProSidian Consulting, LLC is seeking a highly skilled Help Desk Support Service Specialist to join our team. As a Help Desk Support Service Specialist, you will be responsible for providing technical support to clients, troubleshooting complex IT issues, and ensuring system availability and efficiency.The ideal candidate will have a strong...

  • Front Desk Representative

    4 weeks ago

    Herndon, Virginia, United States Remington Full time

    Job Overview At Remington, we are seeking a highly skilled and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable experience during their stay. Responsibilities * Greet and communicate cordially with guests, promptly and...

  • Front Desk Representative

    3 days ago

    Herndon, Virginia, United States Remington Full time

    Job DescriptionWe are seeking a highly motivated and detail-oriented Front Desk Agent to join our team at the Embassy Suites by Hilton Dulles Airport hotel in Herndon, VA. As a Front Desk Agent, you will be responsible for providing exceptional guest service, handling front office operations, and ensuring a smooth and efficient check-in and check-out...

  • Front Desk Associate

    1 week ago

    Herndon, Virginia, United States Scenthound Chantilly, VA Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Sales and Front Desk Associate at Scenthound Chantilly, VA. As a key member of our team, you will be responsible for selling memberships, providing exceptional customer service, and driving key performance indicators.Key ResponsibilitiesDrive membership...

  • Front Desk Team Lead

    3 weeks ago

    Herndon, Virginia, United States New Castle Hotels & Resorts Full time

    Job Title: Front Desk SupervisorAbout the Role:We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at New Castle Hotels & Resorts. As a Front Desk Supervisor, you will be responsible for providing exceptional guest service, leading the front office team, and ensuring seamless operations.Key Responsibilities:Guest Centric:...

  • Front Desk Representative

    2 weeks ago

    Herndon, Virginia, United States Remington Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Front Desk Agent to join our team at the Embassy Suites by Hilton Dulles Airport hotel. As a Front Desk Agent, you will be responsible for providing exceptional customer service to our guests, handling front office operations, and ensuring a smooth and efficient check-in and check-out...

  • Front Desk Agent

    3 weeks ago

    Herndon, Virginia, United States Hilton Washington Dulles Airport Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Front Desk/Hotel Guest Service Agent to join our team at the Hilton Washington Dulles Airport Hotel. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring a seamless check-in and check-out experience, and maintaining a high level of...

  • Front Desk Representative

    1 week ago

    Herndon, Virginia, United States Remington Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Front Desk Agent to join our team at the Embassy Suites by Hilton Dulles Airport hotel. As a Front Desk Agent, you will be responsible for providing exceptional customer service to our guests, ensuring a smooth and enjoyable stay.Key ResponsibilitiesGuest Check-In/Check-Out: Greet and...

  • Front Desk Representative

    1 month ago

    Herndon, Virginia, United States free-classifieds-usa Full time

    Job SummaryWe are seeking a skilled and customer-focused Front Desk Agent to join our team at SpringHill Suites Herndon Reston. As a key member of our hotel staff, you will be responsible for delivering exceptional guest experiences and ensuring a smooth and efficient check-in and check-out process.ResponsibilitiesProvide personalized service to guests,...