Service Desk Manager
6 days ago
Empower AI Inc. is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for providing centralized information and support management services to handle queries and operational problems related to IT processes, policies, systems, and use.
Responsibilities:- Provide hardware and software support to end-users
- Log and track problems, dispatch service technicians or parts as needed
- Coordinate training and other IT-related issues
- Improve ITD communication processes, offer support through multiple service-level channels
- Shorten service response-time levels, manage end-user support requirements
- Adopt relevant best practices, implement self-help services, end-to-end tracking
- Improve asset management practices, increase "first contact" resolution rate
- Reduce and eliminate unresolved calls after seven days and/or service level requirements
- Bachelor's degree in Information Systems or relevant field
- PMP Certification, Agile Certification, ITIL 4+ Foundation Certification
- Minimum 15 years data center services experience, technical, project, and operation management of service desk operations and asset management
Empower AI is an equal opportunity employer and affirms that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.
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Washington, Washington, D.C., United States Empower AI Inc. Full time{"title": "Service Desk Manager", "content": "Job SummaryEmpower AI Inc. is seeking a highly skilled Service Desk Manager to provide centralized information and support management services to handle IT-related queries and operational problems. The successful candidate will be responsible for managing a team responsible for addressing tickets in ServiceNow...
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