Helpdesk Manager

AAC•Washington, DC

3h•Onsite

About The Position

Responsible for managing day-to-day operation and direct supervision of all service desk and program personnel. Ensure that contract requirements and contract AQLs/SLAs are met. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages support queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels.

Requirements

Full-time on-site support

Responsibilities

Manage day-to-day operations and direct supervision of all service desk and program personnel.
Ensure contract requirements and contract AQLs/SLAs are met.
Interface with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution.
Support continual development of the service desk function, including promoting a service-oriented culture and maintaining service desk SOPs.
Support interactions with other teams and manage support queues.
Create daily and weekly reports.
Monitor incidents and requests, and possible causes for increases or deviations.
Develop recommendations for process improvements.
Facilitate incident escalations within the team and follow-ups as needed.
Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels.