Service Desk Manager

Overview

The Helpdesk Manager will lead and manage a team of Service Desk Technicians providing Tier 1 support for federal clients in a 24x7 environment. This fully remote role requires strong leadership, operational oversight, and adherence to ITIL best practices. The manager ensures service levels are met, escalations are handled effectively, and continuous improvement initiatives are implemented across Incident Management, Problem Management, and Knowledge Management. Occasional travel may be required to meet with customer representatives.

Responsibilities

• 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.

Qualifications

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.

Desired Qualifications

• MCSA Office 365 certification

Clearance required: Must be able to obtain and hold a public trust clearance

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Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• 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

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $120,000.00 - USD $120,000.00 /Yr.