Service Desk Manager - Military veterans preferred

2020-10-22
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Broomfield
Colorado
80021
United States

Description

The successful candidate must have excellent customer service skills and be well versed in the Service Desk environment. 


Responsibilities

  • Motivate and lead the team to meet set goals and objectives 

  • Oversee the appropriate development and retention of documentation and records. 

  • Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation. 

  • Maintain and follow detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer services. 

  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. 

  • Interact daily with staff and/or functional peer groups and customers. 

  • Provide focus to staff by established policies and procedures and implements and administers policies that affect employees. 

Qualifications

Require Education & Experience 
  • Bachelors and five (5) years or more of progressively responsible experience; Masters and three (3) years or more experience; Six (6) years of general experience is considered equivalent to a Bachelor’s Degree. 
  • 3+ years of managing/supervising service desk staff is required.  
  • Recent management or supervisory experience within the previous 12 months is required. 
  • Experience with a variety of domain/email account administration tools and familiar with standard corporate security policies. 
Required Skills and Certifications 
  • ITIL Foundation V4 or the ability to obtain the certification 
  • HDI Service Center Manager or the ability to obtain the certification 
  • Strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions. 
  • Excellent customer service skills and be well versed in the Service Desk environment. 
  • A strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must. 
  • Ability to exercise independent judgment within generally defined objectives and policies. 
  • Ability to oversee the appropriate development and retention of documentation and records. 
  • Ability to communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation. 
  • Ability to gather, interpret and present operational metrics to determine trends affecting performance goals. 
  • Ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. 
  • Ability to perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development. 
  • Knowledge in standard service desk practices, ITIL, and ISO 9000.
Required Clearance 
  • Must have or be able to obtain an Interim Secret Clearance