Service Desk Operations Manager
1 week ago
At Kikiktagruk Inupiat Corporation, we are seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will play a critical role in overseeing the operational and strategic aspects of the Service Desk function.
Key Responsibilities:- Define Service Desk Requirements: Develop and implement Service Desk requirements and policies for all services within scope of Service Desk.
- Recommend Service Desk Requirements: Provide recommendations for Service Desk requirements based on industry best practices.
- Develop Standards and Procedures Manual: Create, update, document, and maintain a comprehensive Standards and Procedures Manual for all Service Desk functions.
- Perform Analysis: Analyze the existing environment, including acquiring management team feedback, to identify the appropriate sets of skills, training, and experience needed to support all services covered in Service Desk.
- Minimize Support Requests: Work with operational and technical staff, and the United States Mint, to identify solutions that minimize the need to call the Contractor Service Desk.
- Provide Engineering Recommendations: Provide engineering recommendations, install, operate, maintain, replace, and manage the Service Desk equipment needed to support United States Mint's operational requirements.
- Coordinate Service Delivery: Coordinate Service delivery with Service Desks, as well as other support groups within each of the other Service Areas, in coordination with United States Mint Customers and all appropriate third parties, as necessary.
- Continuous Improvement: Create and maintain a continuous improvement program that improves delivery for all services defined under Service Desk.
- Project Management: Possess Project Management PMP / Agile PM certification.
- Relevant Field Experience: Have at least 15 years of relevant field experience.
- CompTIA A+: Obtain CompTIA A+ certification within 6 months of onboarding.
- Certifications: Hold one of the following certifications: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification.
- Service Desk Operations Experience: Have experience in managing Service Desk Operations - day to day operations.
- SLA Experience: Have experience meeting and exceeding Service Desk SLAs.
- Team Leadership: Have experience leading a team responsible for addressing tickets in ServiceNow.
Kikiktagruk Inupiat Corporation offers a comprehensive benefits package to eligible full-time employees, including medical, dental, and vision insurance, 401k with match, life and ADD coverage, short and long-term disability, paid time off and holidays, education assistance/tuition reimbursement, employee assistance program, employee discount program, and more.
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