Service Desk Manager
4 weeks ago
Job Summary
ValidaTek is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for managing and optimizing the processes to restore normal service operation as quickly as possible to minimize the impact to business operations.
Key Responsibilities
- Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
- Responsible for the effective implementation of the ITIL processes "Incident Management" and "Problem Management" and carries out the respective reporting procedure
- Represent the first stage of incident escalation for levels 1/2/3
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
Requirements
- 6+ years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
- Experience in incident and problem management in a large-scale enterprise environment
- Familiarity with service desk technologies including IT Service Management, preferably Ivanti
- Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives
What We Offer
ValidaTek offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We are an equal opportunity employer and welcome applications from diverse candidates.
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