Enterprise Service Desk Manager - Tetrahed INC

Hi

Hope you are doing good

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Enterprise Service Desk Manager

Arlington, VA- Must be onsite 5 days per week.

Must be a US citizen.

Must be able to obtain a public trust.

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THIS IS ALSO A SR LEVEL ROLE AND NEED THE REQUIRED YEARS OF MANAGEMENT EXPERIENCE

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This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

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Responsibilities

·& Must have a minimum of 10 years of direct Service Desk management experience.

·& Must have a current ITIL v3 or ITIL v4 Foundation certification (or HDI Manager Level).

·& Must have at least 5 years in an IT outsourcing environment that includes managing contractor personnel performance of the service desk services.

·& Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.

·& Manage all Service Desk supervisors, trainers, quality manager and workflow.

·& Ensure Queue management practices are followed and enhanced.

·& Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests.

·& Liaise with the customer Service Delivery Technical Monitors.

·& Manage the development and issuance of Service Desk operational reports.

·& Represent the Service Desk team in a customer-facing role.

·& Liaise with the Contractor designated Change lead.

·& Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.

·& Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes.

·& Serve as a further escalation point for Service Desk supervisors.

·& Familiarity with Avaya or Genesys Contact Centers a plus

Thanks Regards,

Parimala&

Technical Recruiter