Location: Hybrid – Alexandria, VA
Years’ Experience: 12+ years of experience
Education: Bachelor’s Degree in Information Technology
Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Key Skills:
· Help Desk Management experience required.
· Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.
· Experience supporting federal clients.
Responsibilities
· Ensure adherence to client’s processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly.
· Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements.
· Maintain a continuous service improvement program that improves Help Desk service delivery.
· Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery.
· Manage ticket queues and oversee Help Desk support.
· Assigns unassigned tickets to the correct personnel.
Qualifications
· Must be able to obtain and maintain a Public Trust security clearance.
· 12+ years of professional experience as a Help Desk manager supporting federal programs.
· Bachelor’s degree in Information Technology or related field or equivalent professional experience.
· Will need to be able to be onsite in Alexandria, VA as needed; otherwise, the role is able to be performed remotely.
· Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.
· Experience managing ticket queues and overseeing help desk support across all tiers
· Has demonstrated experience driving key performance metrics, meeting SLAs, managing workload across help desk teams, and delegating tasks accordingly.
· Customer service driven.
· Excellent written and verbal communication skills.
· Must be detail oriented.