Service Desk Manager

Job Summary: As the Help Desk Manager, you will lead the day-to-day operations of the Service Desk, ensuring efficient incident resolution, service request fulfillment, and task management. Based on-site in Washington, DC, you will oversee the ticket queue, prioritize tasks, and collaborate with technical teams to deliver timely solutions and exceptional customer service. This role requires an active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

Responsibilities:

1. Queue Management: Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs).
2. Priority Handling: Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements.
3. Monitoring and Escalation: Monitor ticket progress, escalating as necessary to ensure timely resolution and customer satisfaction.
4. Technical Coordination: Collaborate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
5. Data Analysis: Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
6. Stakeholder Collaboration: Work closely with stakeholders to gather feedback, address concerns, and implement process enhancements to elevate service quality.
7. Reporting: Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
8. Escalation Point: Serve as a point of contact for escalations, offering guidance and support to resolve complex issues and meet customer expectations.
9. ITIL Practices: Maintain proficiency in ITIL practices and methodologies, applying principles to streamline service desk operations and enhance efficiency.
10. Team Leadership: Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and ongoing learning opportunities.

Qualifications:

1. Bachelor’s degree or Associates Degree.
2. Minimum of 2 years of experience in IT service management or service desk operations, with a focus on ticket management and queue prioritization.
3. Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
4. Strong understanding of ITIL practices, including incident, problem, and change management.
5. Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
6. Excellent communication and interpersonal skills, with the ability to engage effectively with technical staff, stakeholders, and customers.
7. Strong analytical and problem-solving abilities, with a commitment to driving continuous improvement and service excellence.
8. Ability to thrive in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
9. Leadership qualities, including the ability to inspire and motivate team members to achieve shared objectives.
10. Preferred Certifications: ITIL Foundation, HDI Support Center Manager, or similar certifications are preferred.

Additional Requirements:

• Must be able to obtain and maintain an SCI clearance.
• Flexible working hours, including availability for on-call duty and occasional weekend work.
• Willingness to undergo additional training as required.
• Ability to travel domestically and internationally as needed.