Manage and mentor Tier 1 Service Desk Technicians, ensuring that all government mandated SLAs and internal KPIs are met or exceeded.
Oversee scheduling and staffing for 24x7x365 coverage.
Monitor First Call Resolution and speed of answer.
Work with field services and outside groups to ensure expedient and accurate routing of tickets that cannot be handled by tier 1.
Follow ITIL best practices for Incident Management, ensuring Incident Management Team follows proper escalation protocols and has the necessary resources to facilitate stand up calls for incident resolution.
Work with customer to ensure compliance of outside groups as necessary.
Follow ITIL best practices for Problem Management, ensuring Problem Management Team has sufficient resources to perform Root Cause Analysis.
Work with customer to ensure that other groups provide sufficient cooperation and information to assist with Problem Management function.
Follow ITIL best practices for Knowledge Management, ensuring that the knowledge base is accurate and continually improved.
Follow ITIL best practices for Service Request Management, ensuring that requests are handled in a timely manner and escalated or assigned to the proper group in a timely manner.
Ensure that all weekly, monthly, quarterly and ad hoc reports are accurate and completed before deadline.
Monitor productivity and work compliance of all remote workers.
Ensure proper training of incoming agents.
Have virtual weekly and on demand meetings with customer representatives and collaborate with them to ensure that all needs are met.
Ensure that security incidents are handled in compliance with customer requirements.
Work with PMO resource manager to ensure proper assignment and tracking of government provided assets.
Ensure that VIP customers are provided with enhanced support per customer requirements.
Oversee Account Management Group, ensuring that they meet all customer requirements.
Ensure follow-up on low customer survey scores, and any other reported issues.

Requirements

Bachelors degree with 8-12 years of experience
Minimum 3 years of IT Service Desk experience, with an additional 2 years in a leadership role.
Minimum 3 years of hands-on experience implementing and managing ITIL practices, including Incident, Problem, and Knowledge Management.
Strong understanding of ITSM tools and ITIL framework.
Ability to manage remote teams effectively in a 24x7 environment.
ITIL 4.0 foundation certification.
Help Desk Institute or Service Desk Institute certification.

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

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

Hard skills

ITIL practicesIncident ManagementProblem ManagementKnowledge ManagementRoot Cause AnalysisFirst Call ResolutionService Request ManagementITSM toolsremote team managementreporting

Soft skills

mentoringcollaborationcommunicationleadershipcustomer serviceproblem-solvingorganizational skillstime managementtrainingproductivity monitoring

Certifications

ITIL 4.0 foundationHelp Desk Institute certificationService Desk Institute certification