DescriptionWe are seeking motivated, career and customer oriented Request Fulfillment Manager interested in joining our team in Alexandria, VA and exploring an exciting and challenging career with Unisys Federal Systems. This position provides supervision to include; accounts management and request fulfilment daily operations. Experience with management of Service Level agreements. Must be knowledgeable; with a large customer base and technical environment(s), proficient in providing management and support for desktop software, hardware and account administration. Responsible for daily supervision of complex, multi-task IT functions. Plans, organizes and manages groups of employees engaged in various technical duties. Works with the process owner to plan all process activities. Provides planning and management of support for request management tools and processes, and account administrative functions. Works without supervision. - Duties/Tasks and Responsibilities: - Plans and manages support for request fulfillment tools and processes. - Handles staff, customer and management concerns, requests, issues and enquiries. - Involved in Service Request escalation. - Ensures request fulfillment activities operate in line with service level targets. - Directing the performance of a variety of related projects, which may be organized by technology, program or client. - Overseeing the technology development and/or application, marketing, and resource allocation within program client base.
Qualifications-BA/BS in Computer Science, Business, Management in a relevant discipline or equivalent with 10 years of overall experience, (7) years of which is in IT and at least three (3) years' experience as a supervisor over account administration and request fulfillment functions. -Experience defining, managing and ensuring compliance to the Request Fulfillment process providing a central co-ordination function for the management of service requests -Experience maintaining oversight of the end-to- end process, resolving exceptions and dealing with queries in a consistent and timely manner -Experience training service desk agents on delivering quality service - Strong knowledge of the BMC ITSM Remedy 7.6 (or higher) - Strong customer service understanding and background with a focus on productivity and customer satisfaction - Excellent communication and mentoring skills -Proven experience managing Request Fulfillment and various on-site groups required to provide on-site support, preferably to more than 10,000 users. -Experience and knowledge of request management principles, methodologies and tools. -ITIL Certifications (Foundation, Service Design and Service Strategy) � required -Help Desk Institute (HDI) certifications � desired -Exceptional written, verbal, andinterp ersonal communication of complex topics to a diverse audience such as management, technical peers, and business stakeholders. Proven track record of success in fast-moving organizations with complex technology applications.