Deputy Service Desk Manager

Company: Apex Systems, Inc
Location: Baltimore
Posted on: February 17, 2020

Job Description:

Job Description Job #: 1047665Deputy Enterprise Service Desk Manager: Apex Systems has an immediate need for a Deputy Service Desk Manager in Albuquerque New Mexico to support one of our larger federal government clients. Job Description: We are seeking motivated, career and customer oriented Enterprise IT Service Desk Manager to manage operations for a 24x7x365 service desk. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents, and completion of service requests for a 7,000+ user community. Primary Responsibilities You will be responsible, to include, but not limited to: Manage and motivate a team of service desk specialists who receive assigned incident tickets, phone calls, emails and other communications from customers requesting technical support for related desktop, laptop, peripherals, application and IT related issues. --- Develop procedures that support execution of Service Desk activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements. --- Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices. --- Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the ServiceNow ITSM tool for all incidents assigned by the Service Desk. --- Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics. --- Define, manage and maintain Service Level Agreements (SLAs). --- Establish KPI metrics, reports and goals that are aligned with the long-term strategic direction. --- Ensuring that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution. --- Working with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers. --- Communicating with internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues. --- Track and analyze trends in Service Desk requests and generate statistical reports. Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency. --- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for internal stakeholders. --- Oversee the development, implementation, and administration of service desk staff training procedures and policies. --- Provide thorough triaging of tickets by liaising with other IT teams. --- Provide written and oral communications, make recommendations for improving documentation. --- Provide recommendations on issues/problems identified and reported in trend analysis Basic Qualifications To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below: --- BA degree and min. 10 years of prior relevant experience or a Masters with min. 6 years of prior relevant experience, including at least 5 years of experience managing service operations teams of 40+ staff in an enterprise environment. Four additional years of experience may be considered in lieu of degree. --- Be an active member of a leadership team, must be able to work nights, holidays and weekends to meet the customer's missions. --- Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing --- Hands on experience with incident and problem management in ServiceNow. --- Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards. --- Experience using an ITSM tool to drive service delivery and performance. --- Proven leadership skills with the ability to coach team members. --- Able to effectively influence and develop strong relationships with key stakeholders. --- Effective communicator across a range of business levels --- Experience in transition and start-up of a large and geographically dispersed program --- Strong service and leadership background required. Previous experience working in fast paced, innovative startup environments --- Forward thinking leader driven by their strong vision and business mission. A strategic planner who is goal oriented and focused on the execution of the strategies in order to make the whole process highly effective, productive and successful. Highly committed to their goals and are able to motivate and inspire the team by expressing their determination to success. --- Organized: fastidious, detail oriented, and committed to the highest work standards --- Enthusiasm and the flexibility to thrive in an entrepreneurial atmosphere of constant change and rapid growth Preferred Qualifications --- HDI or SDI Certification --- MCP Certification COMPTIA A+, or Network+, or Security+ Certification EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178. - provided by Dice

Keywords: Apex Systems, Inc, Baltimore , Deputy Service Desk Manager, Executive , Baltimore, Maryland