Posted: Saturday, September 2, 2017 11:29 AM
The IT Service Desk Manager/Sr. Manager, Projects/Tasks provides daily supervision and direction to the Enterprise IT Service Desk Staff who are responsible for Tier 0, 1 and 2 end user support. These personnel serve as the first point of contact for responding to End User IT needs, service requests and troubleshooting hardware/software problems as well as directing requests to the appropriate service support areas for timely response. The Service Desk Manager establishes an effective and repeatable process/rhythm to be able to respond to end user IT requests in a timely manner, assuring a positive, memorable customer IT experience and providing proactive feedback to end users.A? Other duties include:Manages and is responsible for the successful completion of all IT Service Desk tasksMeets or exceeds all IT Service Desk SLAsSupervises assigned technical and administrative staff, including subordinate managers, and performs personnel actions including hiring and performance evaluation.Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems.Prepares and provides various IT Service Desk reports and technical reviews to senior management as requested.Ensures compliance with applicable Federal Agency, Government and Corporate policies and standards.Participates in special projects as required Education A Bachelor's degree in Information Systems, Engineering, Business, or other related discipline. Required Certifications: HDI Certification, ITILv3Desired Certifications: ServiceNow, MCP Qualifications 10 A cents ?? 12 years experience managing a 24x7x365 Federal Agency Enterprise IT Service Desk.Hands-on experience managing a Service Desk with no less than 25 Service Desk agentsSignificant hands-on experience with an ITSM Tool (ServiceNow experience preferred).Ability to create, route and track service request tickets in an ITSM tool (ServiceNow experience preferred).Significant hands-on experience with Enterprise IT Service Desk ACD systems.Working knowledge of ITILv3, ServiceNow, VDIWorking knowledge, understanding and hands-on experience managing, interpreting and reporting SLAs, OLAs, KPIs and ticket trends.Hands-on experience developing efficiencies to continually improve SLAs and end-users IT experience.Familiarity with enterprise dashboarding.Establishes internal performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategies/initiatives for improvement.Leads and guides the team through the handling and management of IT service requests, incident management, change management, problem management, event management, outage escalations, enterprise IT troubleshooting.Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents. Develops and matures phone/ticket/email/catalog escalation processes to ensure free-flowing escalation and information within the organization. Determines root cause of issues and communicates appropriately to internal and external customers.Hands-on experience developing, managing and leading IT Service Desk processes and procedures.Establishes and manages processes and procedures to make the Enterprise IT Service Desk the single focal point for all IT service requests, delivery and knowledge. Monitors and manages support queues and escalates per established procedures as needed.Establishes and manages Knowledgebase/Solutions Repository and ensures new/updated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Desk team.Establishes and manages processes for communicating outage/emergency activities to the program and Customers. Able to develop an effective Service Desk New Hire Training and Refresher Training with an established benchmark for progress monitoring and needed corrective actions.Hands-on experience creating and training employees on SOPs.Strong communication and interpersonal skills.A? A? As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
• Location: Jacksonville
• Post ID: 18432642 jacksonville