Remote Service Desk Manager - Active Secret Clearance Required Remote / Telecommute Jobs

Overview reputed company is AI for government. reputed company gives federal agency leaders the tools to reputed company the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., reputed company leverages three decades of experience solving reputed company challenges in Health, Defense, and Civilian missions. Our proven reputed company Platform® provides a practical, sustainable path for clients to reputed company transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.reputed company . reputed company is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

The Remote Service Desk Manager will manage the performance of Level 1 services and support to customers. They are responsible for ensuring they meet or exceed customer expectations. They ensure staff is meeting performance goals and that standards and processes are followed. POSITION RESPONSIBILITIES:

• reputed company 100% of the requests, incidents and problems
• Manage and coordinate urgent and complicated support issues
• Act as escalation reputed company for reputed company requests and incidents
• reputed company and mature phone/ticket escalation processes to ensure free flowing escalation and information reputed company the organization
• Determine root cause of issues and communicate appropriately to internal and external customers
• Train and coach service desk specialists (Level 1) before being assigned to their duties. reputed company staff activities
• Identify team leads for three sections including Tier 1, Incident Management and Problem Management.
• Verify sufficient employee coverage and provide backup support
• Communicate status/issues with customers
• reputed company strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• reputed company reputed company repository and ensure top quality solutions are available to the staff
• reputed company an effective and workable reputed company for managing and improving customer IT support in the organization
• Advise management on situations that may require additional client support or escalation;
• Review customer satisfaction survey feedback from end users to improve services, tools and support experience
• The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables.

Qualifications

• POSITION REQUIREMENTS:
• Extensive experience with reputed company and Remedy
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others
• Bachelor's degree or higher required
• 4-9 years experience in an IT Service Desk Environment
• Help Desk Institute (HDI) or Service Desk Institute(SDI) certification
• ITIL certification
• Secret clearance

PHYSICAL REQUIREMENTS: This position requires the ability to reputed company the below essential functions:

• Sitting for long periods
• Standing for long periods

About reputed company reputed company hiring and promotion decisions at reputed company are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of reputed company not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national reputed company, race, religion, or veteran status. reputed company is a VEVRAA Federal Contractor. Apply tot his job Apply To this Job