Service Desk Operations Manager

EXECUTIVE 1 HOLDING COMPANY

4d•$65,000 - $75,000•Onsite

About The Position

This role supports an IT Service Desk at a U.S. federal government organization. The Operations Manager is a full-time, on-site position, managing the Service Desk and Service Desk personnel. The Operations Manager:

Requirements

Minimum of 5 years of IT service desk/help desk experience, with at least 2 years in a management or leadership role.
Authorized to work in the United States
Ability to pass a Moderate Background Investigation
Ability to pass a SAMHSA Drug Screening test

Nice To Haves

Previous experience managing and meeting customer Service Level Agreements (SLAs)
Knowledgeable of ITIL processes and tools
Previous experience with Cherwell and/or other ticketing systems
Previous experience working as a federal contractor
Ability to leverage learning and content management systems
Ability to identify risks and establish priorities in a high energy environment
Ability to analyze trends and take corrective action
Good organization, negotiation, communication, and process improvement skills

Responsibilities

Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives.
Provide direct supervision and daily management of all Service Desk and deskside support personnel.
Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness.
Resource load and allocate technicians based on workload, priorities, and evolving operational requirements.
Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success.
Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule.
Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials.
Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders.
Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction.