Overview
Responsibilities:
- Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
- Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
- Develop and implement comprehensive service desk strategies that align with the client’s goals and adhere to federal guidelines and regulations.
- Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
- Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
- Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
- Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
- Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
- Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
- Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance service desk strategies.
- Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives.
- Manage budgets and resource allocation for service desk operations, including staffing, tools, and training.
- Provide expert guidance to the federal client on service desk management, Major Incident Management, ITIL principles, and strategies for optimizing service delivery.
Qualifications:
- Bachelor’s degree in Information Technology, Business Administration, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in service desk management, with a strong focus on federal clients.
- Proven experience working with large federal clients in the Washington D.C. area or proximate Virginia, demonstrating a deep understanding of their service desk needs and compliance requirements.
- Successful track record of managing 24/7 Service Desk Operations for a federal client supporting more than 6000 end users and data center operations.
- Deep familiarity with Level 1 triage and Level 2/3 escalation support, Major Incident Management practices, and ITIL principles.
- Valid ITIL v3 or ITIL v4 certification is required.
- Strong leadership and team management skills, with a demonstrated ability to lead and motivate service desk teams.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
- Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
- Proficiency in incident management, problem-solving, and service improvement methodologies.
- Analytical mindset with a focus on continuous improvement and optimization of service desk operations.
- Willingness to live in the Washington D.C. metropolitan area and manage 24/7 service desk operations.
Location:
This position is based in the Washington D.C. metropolitan area and involves 24/7 service desk operations. Occasional travel to client locations within the region may be required.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Experience:
- 6000 end users and data center operations: 5 years (Required)
License/Certification:
- ITIL Certification (Required)
Work Location: In person
Job Type:Full Time
