Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issues
Motivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceeded
Collect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisions
Oversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standards
Clearly document and maintain operational processes and procedures to ensure team alignment and compliance
Proactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvements
Serve as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholders
Split on-site work across two locations: Washington, D.C. and Beltsville, MD
Requires annual travel to satellite location(s)

Requirements

Bachelor’s degree (BA/BS) or equivalent experience; AND Five or more years of relevant IT management or service delivery experience
Demonstrated experience using Active Directory and ServiceNow
ITIL Foundations Certification (must be able to obtain within 180 days) with an ability to pursue higher ITIL-level certifications when needed
Active Secret clearance with an ability to obtain Top Secret Clearance as needed

Benefits

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT managementservice deliverydata analysisprocess improvementcustomer serviceperformance managementtechnical expertiseoperational documentationService Level AgreementsKey Performance Indicators

Soft Skills

leadershipcoachingmentoringmotivationcommunicationrelationship buildingteam alignmentcross-functional collaborationproblem-solvingstrategic decision-making

Certifications

Bachelor’s degreeITIL Foundations CertificationActive Secret clearance