Responsible for managing day-to-day operation and direct supervision of all Service Desk personnel. Ensure that contract requirements and contract SLAs and performance criteria are met. Supports continual development of the Service Desk function, to include promoting a service-oriented culture and maintaining Service Desk SOPs. Supports interactions with other teams and manages queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels.
Responsibilities include, but are not limited to:
- Manage Service Desk personnel (approximately 20 personnel) in the performance of daily responsibilities.
- Promote a service-oriented culture within the Service Desk.
- Maintain the SOPs used within the Service Desk.
- Manage Service Desk ticket workflow.
- Coordinate changes with incident and problem management processes.
- Define and implement new or improved operating practices.
- Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels.
- Address areas where Service Desk service level targets have not been met.
- Deliver management level reporting.
- Manage the Service Desk incident process, including queue management, problem management, ticket life cycle management, ticket closure, root cause, trending, knowledge management.
- Ensure efficient flow of tickets through Tiers 1 - 3.
- Produce management information, including Key Performance Indicators (KPIs) and reports, and perform trend analysis.
- Track incidents escalated by the Service Desk to other queue owners and monitor for closure/coordinate activities between multiple support groups to ensure Service Desk incidents are resolved.
Qualifications:
- Bachelor’s degree in computer science, information systems, business, or related field and 7+ years management experience in the planning, directing, and managing Service Desks of similar size and scope. Experience may be substituted for a degree.
- Experience supporting DHS in a similar capacity is highly desired.
- Demonstrated excellence in performing Incident and Problem Management for organization of similar size and scope.
- Must have experience performing root cause analysis and collaborating with other IT teams.
- Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation.
- Demonstrated experience developing and utilizing ACD and ServiceNow reports to provide metrics reporting to improve the Service Desk operations and support.
- Must have strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
- Must have the ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
- Must have a positive and patient customer service attitude.
- Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.
- HDI Support Center Manager certification is desired. Candidates without certification will be required to obtain certification within 90 days of start.
- ITIL 4 certification is desired.
- Must be able to obtain agency suitability clearance prior to start.
Physical Requirements:
- Must be able to stand and walk on concrete up to 100% of the work day.
- Must be able to bend, stoop, kneel, and crouch.
- Must be able to lift and carry up to 50 lbs alone and over 50 lbs with assistance.
- Must be able to climb and balance.
- Must be able to use hands to reach, handle, and/or feel.
- Must have manual dexterity in hands for tool usage.
- Must be able to visually inspect products.
- Must be able to work in a non-temperature controlled environment.
- Must be able to wear all required personal protective equipment.
- 10% travel required.
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