VETS

  • Service Desk Manager (P)

    Job Locations US-DC
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-1361
    # of Openings
    1
  • Overview

    VETS inc is hiring for a full time Service Desk Manager to support one of our Government Contracts in DC.

     

    #hireaveteran #hireveterans #hireavet #vetsincjobs

     

    *This position is contingent upon award.

    Responsibilities

    The Service Desk Manager shall manage the performance of Service Desk and desk side services to users. The Service Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.

     

    Qualifications

    It is required that the Service Desk Manager have the following qualifications:

    • Certified ITIL® Foundation Level Certification (or better).
    • Five or more years of related technical and managerial experience in an end-to-end Service Desk and desk side service
    • delivery environment similar in terms of size, scope and complexity to that of this contract. At least two of these years
    • must be in a leadership role.
    • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded
    • improvements in customer satisfaction and resulted in cost reductions.
    • Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide Service Desk
    • Active Clearance

    It is desirable that the Service Desk Manager have the following qualifications:

    • Help Desk Institute or Service Desk Institute Service Desk Manager Certification.
    • Demonstrated experience providing performance-based customer service support against multiple performance metrics
    • for the Federal Government.
    • Demonstrated in-depth experience with the implementation and customization of Service Desk tools and automation
    • technologies

     

    EEO Statement

    All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.

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