Service Desk Manager
| Company | MetroStar |
|---|---|
| Location | Quantico, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Active DoD Secret security clearance
- Bachelor’s Degree from an accredited college or university + 8-years of relevant experience.
- 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes.
- 3+ years’ experience managing a 24/7/365 Service Desk supporting 15+K Users.
- You currently hold the following certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional
- Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms.
- Excellent communication and collaboration skills.
- Strong customer service orientation and the ability to build positive relationships with stakeholders.
- Ability to manage multiple priorities and deliver results in a fast-paced environment.
Responsibilities
- Monitor and prioritize incoming service requests, incidents, and problems to ensure timely resolution.
- Coordinate and manage shift schedules to maintain 24/7/365 Service Desk coverage.
- Track and analyze performance metrics, identifying areas for improvement and implementing solutions.
- Serve as the primary escalation point for high-severity incidents, coordinating resolution efforts across teams.
- Conduct regular team meetings and training sessions to enhance skills and maintain alignment with goals.
- Update and maintain knowledge base articles to support end-users and Service Desk analysts.
- Collaborate with IT teams to resolve recurring issues and improve system reliability.
- Prepare reports on Service Desk performance, including SLA adherence, ticket resolution times, and customer satisfaction scores.
Preferred Qualifications
-
No preferred qualifications provided.