Service Desk Manager

The Service Desk Manager will oversee Service Desk operations in support of the Department of Justice, Office of Justice Programs (OJP).  The Service Desk Manager is responsible for providing high quality, repeatable and sustainable IT support and processes to the customer user community by managing, planning, monitoring, mentoring and reporting on the services and project execution for the Service Desk staff.  The Service Desk Manager is charged with managing and monitoring the enforcement of all applicable directives at quality levels acceptable to the government customer. The Service Desk Manager will plan, review and approve methods for monitoring, evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data.  Develop, refine, and document policies, processes and procedures. Provide daily supervision, direction, employee performance evaluations, and development plans to the Service Desk staff. Coach the Service Desk staff to ensure all team members are working on incidents, problems, and service requests efficiently and accurately in a team-oriented and professional culture.

Responsibilities:

• Operate the Service Desk ensuring that the staff resources are sufficient to provide timely and responsive enterprise support to the Customer’s user community.
• Manage the daily mission for the Service Desk supporting over 50,000 internal/external users.
• Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly and annual basis.
• Enforce a Service Desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported.
• Increase performance by analyzing SLA compliance and ticket characteristics, creating effective practices in response to trends.
• Ensure timely notification to the Customer on service impacting outages or incidents.
• Evaluate performance results and recommend changes affecting the Service Desk staff and operations.
• Provide strong analytical skills to provide guidance based on metrics results generated from the call management system and call tracking/ticketing system (ServiceNow).
• Monitor and report the status on all QA activities for the Service Desk and consolidation of all metrics and reports.

Required Skills/Experience:

• Bachelor’s Degree or equivalent experience.
• Successful completion of the DOJ OJP security background check.
• 8+ years of Service Desk experience, preferably with DOJ OJP.
• 4+ years of experience in enterprise-level (10,000+ users) Service Desk support.
• 4+ years of experience with supporting DOJ OJP business applications.
• 4+ years of experience with supporting DOJ OJP IT Service Desk
• Experience Managing organizations with at least 30 full-time employees.
• Excellent written and verbal communication skills to effectively interact with Customers as well as other delivery teams involved in the problem resolution process.
• Strong leadership qualities with an emphasis on excellent customer service, teambuilding and leading by example.
• Ability to drive results in a team-oriented environment.
• Ability to work independently and collaboratively.
• Ability to work in a high stress and changing environment.

Preferred Skills/Experience:

• ITIL Foundation certification.
• HDI Support Center Manager or Service Level Management Certification.
• Experience supporting federal agencies.

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.