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Service Desk Manager

2 months ago

Washington, United States Unisys Full time
Job DescriptionJob Description

***Candidates will need to complete the DOJ Screen for Public Trust once a WO is extended. This will give you the ability to extend a conditional offer based on the ability to obtain Public Trust, and DOJ selection. The screen includes a PEF form, and completion of a soft credit check. We do not need to see the results, rather, we need your determination on the candidate's ability to get the Public Trust. ***

We are seeking a dynamic Tier 2 Manager to join our IT Service Desk team. This pivotal role involves overseeing the accuracy, timeliness and hygiene of tickets, establishing and maintaining a comprehensive knowledge base of processes, and providing exceptional support to our external customers. The ideal candidate will be a proactive leader with a passion for modernizing service desk operations and enhancing the customer experience.
 
If this sounds like the kind of environment where you can thrive, keep reading
 
Primary Responsibilities Include:
•    The End User Services Manager will be responsible for ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice. Performing at the customer site in Washington, DC, the EUS Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services. 
•    Lead a team that supports a wide range of customers across two facilities in the Washington DC area, in addition to three remote field locations. The Desk Side team is responsible for providing Tier-2 and Tier-3 end-user services and technical support, and acts as a vital link between our off-siteTier-1 Service Desk and our System Engineering and Operations groups. The Desk Side team also provides platinum-level support to VIP customers in addition to rotating on-call support on a 24/7 basis.
•    Manage between 10 and 15 direct-report staff members providing comprehensive desk side and audiovisual services.  Periodic travel between sites within the local Washington, DC, area may be required to interface with customers and to manage the staff.
•    In addition to direct supervision of the desk side staff, the individual selected for this position will be responsible for interfacing with the Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff.  Additionally, this person is expected to manage escalation and hand-off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs).
•    Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details as well as Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
•    Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity.
•    Establish a meeting rhythm with the customer End-User Service lead on a weekly basis at the minimum.  Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions.
•    Delver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team.  Develop or generate ticket queue metric reports from ServiceNow, tracks the teams assignments and drives incidents and request tickets to closure.
•    Must provide timely responses to the customer and Leidos email data calls and requests.
•    Responsible for hiring, employee recognition, and overall team performance.  Addresses employee performance concerns and engages the Leidos PM when required.
 
Requirements:
•    Bachelor’s Degree plus 10+ years of experience. High school diploma with an additional 4 years of experience may be considered in lieu of a degree
•    Prior Leadership experience
•    A strong IT services background, with past experience providing day-to-day IT services both as an individual contributor and as a leader
•    Ability to obtain and maintain a public trust security clearance.
•    U.S. Citizen
•    A thorough understanding of how to manage a team of technicians supporting multiple diverse end-user systems while meeting Service Level delivery targets is essential
•    Excellent written and verbal communications skills
•    Ability to multitask and function in a quick-paced environment
•    Experience leading organizations performing IT Operations
•    Strong experience with service, incident, and problem management
•    Demonstrated experience with a modern service ticketing system such as ServiceNow
•    Above all, this person must have a customer-first attitude and be willing to go the extra mile to make sure the services delivered are provided with the highest possible quality levels and under an appropriate sense of urgency
 
Desired Qualifications:
•    Past experience with the Department of Justice
•    Experience supporting organizations involved in litigation
•    ITIL certification
•    PMP certification