Service Desk Operations Manager

2 weeks ago


Washington, United States Empower AI Inc. Full time
Service Desk Lead Job Description

Empower AI Inc. is seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will be responsible for providing centralized information and support management services to handle IT-related processes, policies, systems, and use. Your experience will ensure an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services required to support our clients.

Responsibilities:
  • Improve ITD communication processes to keep customers informed on the status of their request
  • Offer support through multiple service-level channels
  • Shorten service response-time levels by improving IT Service Manage (ITSM) workflows
  • Manage all end-user support requirements
  • Adopt relevant best practices
  • Implement self-help services
  • End-to-end tracking
  • Improve asset management practices and support of asset management
  • Increase "first contact" resolution rate
  • Reduce and eliminate the number of calls unresolved after seven days and/or service level requirements
  • Provide Service Desk Services that meet end-user needs and meet business requirements
Qualifications:
  • Project Management PMP / Agile PM
  • 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

Empower AI Inc. is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a workplace that is inclusive and respectful of all employees. If you are a motivated and experienced professional looking for a new challenge, please submit your application.



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