Service Desk Manager

Iron Bow Technologies•Columbia, WA

7d•Onsite

About The Position

Iron Bow Technologies is seeking an experienced Service Desk Manager to support an existing, long-term customer, the U.S. Holocaust Memorial Museum. This role involves providing leadership and management for a team dedicated to delivering customer-focused support. The ideal candidate will have a strong passion for delivering excellent customer service and a passion for leading and mentoring a team of specialists to share that same commitment to quality support. This position is onsite in Washington, DC. The Service Desk Manager will partner with contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting.

Requirements

Strong propensity and aptitude for solving client and customer needs.
7+ years of experience in Service Desk/Help Desk/Call Center management with a focus on leading service desk environments dedicated to delivering positive customer experiences.
5+ years of experience using ITSM tools, including 3+ recent years using ServiceNow.
Experience leading Help Desk Teams that use a formal ACD.
Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint.
Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership.
Experience managing work in an IT Operations environment, with a proven ability to manage both immediate reactive issues and long-term strategic goals.
BS in a related IT field, or additional years of experience in lieu of degree.
ITILv4 certification is required.
U.S. Citizenship or work authorization.
Suitability determination and FBI Fingerprint Criminal Background Check (through OPM).
Ability to hold / maintain a Public Trust clearance.

Nice To Haves

Project experience preferred.

Responsibilities

Provide daily oversight and guidance for a team of Technicians responsible for consistently delivering outstanding customer support, ensuring Museum staff remain productive and receive technically accurate responses.
Leverage published guidelines and SOPs, and review, update, and create new guidelines and SOPs.
Maintain a team of qualified Technicians.
Understand client’s business needs and continually strive to meet these needs.
Work directly with Museum leadership regarding customer issues and items that influence customer service and customer satisfaction.
Provide daily communication and collaboration with the Technical Team and your team.
Present daily, weekly, and monthly ITSM and ACD stats and status, identifying opportunities to improve data presentation and dashboard functionality.
Assess staff performance using daily stats, offering coaching and guidance to ensure success.
Understand contract SLAs, monitor and report status against them, and recognize their importance.
Review customer survey responses to gauge overall customer satisfaction and use this information to improve customer satisfaction and the survey itself.
Identify and implement process improvements to strengthen overall customer support and services.
Engage with Museum and Iron Bow program/contract leadership, providing status through verbal communication and presentations.
Oversee team performance, ensuring customer service is timely and appropriate.
Identify support topics that could be candidates for inclusion in the Service Catalog.
Manage and oversee the ticket queue within an ITSM (ServiceNow) to ensure appropriate assignments and workloads.
Implement quality assurance surveillance for customer reporting against the QASP.
Manage effective and accurate shift change reporting to highlight end-of-shift knowledge transfer.
Maintain an updated on-call plan for critical support situations.
Give recognition and praise when appropriate for outstanding customer support.