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Service Desk Team Manager

2 months ago

Alexandria Virginia, United States ITC Federal, Inc. Full time
About the Role

We are seeking a highly motivated and experienced Service Desk Team Manager to join our team at ITC Federal, Inc. in Falls Church, VA.

Key Responsibilities
  • Collaborate with OIT Operations Service Management leadership to receive tasks for the OIT Service Desk, provide information and updates, and plan task management and Service Desk initiatives.
  • Provide direct training, mentorship, and management on a daily basis to five Service Desk Team Leads to include understanding tasks and routine responsibilities, direction and oversight, and job performance accountability.
  • Provide mentorship and management oversight on a weekly or monthly basis to 40+ service desk analysts to ensure job performance accountability, job satisfaction, and professional development.
  • Develop, update, and evaluate the value of routine and ad hoc Service Desk metrics and ticket status reports, Service Desk processes (including SOPs), and Service Desk analyst schedules and operations across desktop support, application support, and hardware teams.
  • Coordinate with ITC Federal project managers to effectively plan, execute, monitor, and close out Service Desk projects to include offices moves and hardware refresh projects.
  • Coordinate with the ITC Federal VoIP Team to improve and update the automatic call distribution (ACD) system to suit Service Desk business needs.
  • Collaborate with the ITC Federal Program Manager to ensure KPI achievement and develop continuous improvement initiatives for the Service Desk.
  • Lead quarterly trend analysis task performance conducted by the Service Desk Team Leads.
  • Develop functional improvements to ServiceNow Incident and Service Request catalogs, workflows, and dashboards to be implemented by ServiceNow developers.
  • Represent the Service Desk in troubleshooting and technical planning calls with other OIT functional areas / teams.
Requirements
  • Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
  • Bachelors degree or higher.
  • Ten years overall professional experience with at least four years of experience in IT operations and four years of experience managing a service desk or IT team of 20+ team members.
  • Demonstrated experience providing training, mentorship, and management oversight to junior managers or team leads.
  • Demonstrated experience developing and updating work metrics and/or ticket status reports to communicate service levels and support operating procedures and changes.
  • Demonstrated experience developing and updating IT work processes and SOPs.
  • Demonstrated experience planning and executing complex IT projects.
  • Must be customer-service oriented with demonstrated problem-solving capabilities
  • Excellent written and verbal communications skills, especially in raising, documenting, and reporting incidents, problems, and outages
  • Excellent organizational skills with meticulous attention to detail and accuracy.
Preferred Qualifications
  • Demonstrated experience generating reports from ServiceNow or a similar work management tool.
  • Demonstrated experience creating new workflows and improving existing workflows in ServiceNow or a similar work management tool.
  • Demonstrated experience creating new dashboards and improving existing dashboards in ServiceNow or a similar work management tool.
  • Any combination of A+, Network+, Security+, ITIL, or similar IT certifications
Work Environment and Physical Demands

Candidate must be able to function in a general office environment.

The person in this position must be able to remain in a stationary position 50% of the time. Regular movement around the campus of large immigration courts is required throughout the day to provide hands-on support to customers.

The person in this position must have the ability to lift and move IT equipment weighing up to 50 pounds.