Service Desk Manager

TEKsystems•Washington, DC

4d•$40 - $55•Onsite

About The Position

We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands-on role for a leader who is comfortable interacting with executive-level clients and is dedicated to improving the user experience beyond just meeting SLAs.

Requirements

The Customer Service Director manages and oversees all aspects of an organization's service desk guidelines, objectives, and initiatives.
Develops service level standards focused on response times and issue resolution.
Establishes guidelines and procedures that produce high quality customer service delivery and that reflect the industry’s best practices.
Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
Align customer service activities and initiatives to support and enhance the objectives of the organization.
Manages a departmental sub-function within a broader departmental function.
Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure.
Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.
Service desk
Customer service
Ticketing system
Active directory
Windows 10
Servicenow
Office 365
Help desk management
Troubleshooting
Technical support
Phone support

Nice To Haves

Experience with ServiceNow is a significant plus.

Responsibilities

Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday.
Actively participate in service desk activities, including imaging machines, creating new user accounts, and other IT support work that borders on system administration. Be willing to "get their hands dirty as well."
Identify opportunities for process improvements and encourage a proactive approach to problem-solving within the team. The goal is to move beyond reactive ticket handling to preemptively addressing issues.
Comfortably and professionally interact with high-level government officials, including the CIO. This includes providing honest updates on issues and proactively communicating potential problems before they escalate.
Manage and troubleshoot a variety of tickets using ServiceNow, including access issues, hardware/software problems, and password resets. The agency is heavily invested in ServiceNow, so experience is a significant plus.
Go beyond metrics to understand the true user experience. This involves walking around, talking to people, and finding out what their real problems are to provide better, more proactive support.