Job Details
Service Desk Manager
Washington, D.C
MUST:
Active Top Secret
Experienced Enterprise Service Desk Manager
5+ years of IT Service Desk, Help Desk, Desktop and Deskside Support experience
2+ years' experience as a Service Desk Manager managing Mid-Large teams (15-20+ members)
5+ years of Recent MS Office Environment experience
5+ years experience in an Enterprise phone systems environment
5+ years experience using systems management tools such as Microsoft SCCM or Endpoint Central
5+ years experience with Active Directory User & Group Management
Extensive and recent MS Office 365 experience required
Microsoft Windows system administration
Experience hands on deploying, configuring, and troubleshooting desktop, laptops, printers, software, hardware and network/VPN issues and ability to mentor junior team members in a fast paced enterprise- environment
Installing and upgrading operating systems and application software
Basic understanding of cyber security principles
DUTIES:
The role of a Service Desk Manager is one that requires strong leadership skills and an ability to manage multiple tasks at once. The individual is responsible for overseeing the day-to-day operations of the Service Desk team of 20 team members.
Which includes managing individual team members and resolving customer issues or complaints.
Leading a team of 15 20 customer service representatives call center leading 3 to 4 tiers of service desk team members
Support 100 150 custom applications
Support MS Office 365
Support 50+ COTS Products
Handling inquiries from customers, clients, or vendors about products or services
FAQ's
Knowledge management
Service Desk Manager must be able to juggle competing demands on their time while still maintaining a clear focus on their overall goals.
The Manager will coordinate with other Departments or outside vendors to resolve customer issues in a timely manner, all while ensuring that their own team has the resources they need to do their jobs effectively.
Ensuring that all issues are resolved in a timely manner by communicating with other departments within the organization as needed to resolve issues
Managing the team's workload to ensure they can meet their deadlines while providing excellent customer service
Owning and solving complex issues while mentoring Service Desk Admins to be able to do the same
Ensuring submitted incidents and requests are responded to and addressed by the Service Desk team within defined SLAs and XLAs, while ensuring minimal submissions are escalated to IT and Security leadership as needed
Recommend changes and enhancements to existing Service Desk systems; co-lead implementation of these changes with Tier III support
*Progression, Inc. is an equal opportunity and affirmative action employer. Progression, Inc. is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.*