We provide competitive benefits including heath, dental, long and short term
disability, 401(k) plan, and direct deposit as part of your total compensation
Are you ready to be challenged and recognized for your achievements? Apply below if
you are an ethical, forward-looking person focused on customer satisfaction and
delivering on-time solutions.
EQUAL OPPORTUNITY EMPLOYER
SBD is committed to the development of a creative, diverse and inclusive work
environment. In order to provide equal employment and advancement opportunities to
all individuals, employment decisions at SBD will be based on merit, qualifications,
and abilities. SBD does not discriminate against any person because of race, color,
creed, religion, sex, national origin, disability, age or any other characteristic
protected by law (referred to as "protected status").
Solutions By Design II, LLC (SBD) is seeking a Service Desk Manager to join a critically important program focused at delivering information technology (IT), expertise, and the strategic vision necessary to enable the federal government to deliver effective, efficient, and secure services and products. SBD is seeking an experienced IT Services Management Professional who is versed in working with functional IT departments to implement and support IT policies, procedures and best practices for operational support direct to over 25,000 end users. The Service Desk Manager will serve as part of the management team and both manage and direct 24x7x365 Tier 1+ activities and have experience in Incident, Knowledge, Problem, and Service Request Management areas.
Specific duties include:
Oversee 100% of the requests, incidents and problems;
Manage and coordinate urgent and complicated support issues;
Act as escalation point for all requests and incidents;
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization;
Determine root cause of issues and communicate appropriately to internal and external customers;
Train and coach service desk specialists (Level 1 – 1.5) before being assigned to their duties.
Oversee staff activities;
Identify team leads for three sections including Tier 1.5, Incident Management and Problem Management.
Verify sufficient employee coverage and provide backup support;
Communicate status/issues with customers;
Develop strategies for improvement;
Monitor and manage phone queue (participating in escalated calls as needed);
Oversee Knowledge Management repository and ensure top quality solutions are available to the staff;
Develop an effective and workable framework for managing and improving customer IT support in the organization;
Prepare customer deliverables and service desk reporting;
Advise management on situations that may require additional client support or escalation; and
Review customer satisfaction survey feedback from end users to improve services, tools and support experience
8+ years of experience in a similar role
2+ years of experience working with ServiceNow
4+ years of experience working in a 24x7x365 environment
Familiarity with defining shift schedules and monitoring staff around the clock
Experience reviewing and approving timesheets in a timely manner
Experience with employee management from hire to separation
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; adapting to and learning from change, difficulties, and feedback.
Strong written and verbal communication skills including formal presentations
Works well with ambiguous requirements and unknowns.
Works well under pressure and with tight (fixed) timelines
Understands and has experience with federal government contracts
Must have a positive team player attitude
Must be organized and detail-oriented
Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
One or more ITIL Certification required
Must be a US Citizen with an active DoD Secret Clearance
Must be able to pass an agency-specific background investigation
Solutions By Design II, LLC (SBD) is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as "protected status").