Service Desk Manager

DMI • MS

89d

About The Position

DMI is looking for a Service Desk Manager to support a Federal Government customer in the Gulfport, Mississippi area. This Service Desk Manager will manage the performance of Level 1 services and support customers to ensure that service levels are achieved.

Requirements

• At least Five (5) years of relevant experience in IT Service Desk environment.
• Bachelor's degree (or higher) from an accredited college or university.
• Help Desk Institute (HDI) or Service Desk Institute (SDI) Certification (required).
• ITIL Certification (required).
• Thinks independently and demonstrates exceptional written and oral communication skills.
• US Citizenship required.

Responsibilities

• Responsible for ensuring that customer expectations are met or exceeded.
• Responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.
• Oversee 100% of the requests, incidents, and problems.
• Manage and coordinate urgent and complicated support issues.
• Act as an escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities.
• Identify team leads for three sections, including Tier 1, Incident Management, and Problem Management.
• Verify sufficient employee coverage and provide backup support.
• Communicate status/issues with customers and develop strategies for improvement.
• Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee Knowledge Management repository and ensure top-quality solutions are available to the staff.
• Develop an effective and workable framework for managing and improving customer IT support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Review customer satisfaction survey feedback from end users to improve services, tools, and support experience.
• Disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree