We are currently seeking an Enterprise Service Desk Manager with who will provide oversight in areas including Call Center Support, Deskside Support, Inventory Management, and Endpoint Management programs and/or projects in a high volume, fast paced environment. Qualified candidates will have experience running large enterprise level teams across multiple locations, very strong analytical and problem-solving skills, as well as excellent written and verbal communication skills. The successful candidate will also have experience in program management activities such as budget and forecasting analysis, staffing and performance management, service improvement and quality.
This role will manage the day-to-day work activities of the team, including timelines, customer experience and relationship management, and prioritizing and allocating workflow. The Enterprise Service Desk Manager will ensure the service desk staff uses the required tools and software to identify, document, track and resolve reported problems. The successful candidate will also provide a productive and motivating working environment and addressing any issues/disputes from customers or clients.
***US Citizenship and the ability to obtain a government clearance is required***
Desired Education and certifications:
Bachelor's degree
PMP Certification
ITIL v4 Certification
Requirements:
Candidates must have at least 10 years of experience in the following:
- Managing customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.
- Excellent communication skills with the ability to present both high level and detailed tactical solutions to customers
- Extremely detail oriented and able to monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution.
- Lead coordination efforts with customer for oversight in ensuring the Customer Service expectations and vision is always delivered
- Developing the standard for call quality and customer satisfaction metrics to improve service levels
- Assessing training needs and spearheading the development of training programs
- Update and oversee technical and training documentation updates as needed including problem resolution and base configurations
- Manage communication to the end user community regarding changes, outages, and service degradations.
- Develops and implements service desk operations policies and procedures.
- Monitors customer contact quality and customer experience metrics to improve service levels and assess training needs.
- Plan, prioritize, and schedule service desk activities to ensure continuity of service.
- Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service.
- Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service desk service can be improved.
- Ensure that staff use and maintain problem management databases or other service desk software so that service desk activities and performance can be monitored.
- Evaluate service desk Systems and Processes for efficiencies and recommend improvements, as needed
- Manage and/or support special projects
Work Requirements
.cls-1{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px}
Years of Experience
10 + years of related experience
* may vary based on technical training, certification(s),
or degree
.cls-2{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px}
Certification
Travel Required
None
.cls-3{fill:none;stroke:#5d666f;stroke-miterlimit:10}
Citizenship
U.S. Citizenship Required
About Our Work
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
