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Director Service Desk Jobs in Reston, VA (NOW HIRING)

NetCov

Service Desk Specialist II

Arlington, VA · On-site

$59K - $80K/yr

Service Desk Lead About the Role The Service Desk Specialist II role provides Tier 2 support to ... Potential for on-sites at customer offices, which would be directed by the Team Lead as the team ...

ASM Research

Service Desk Agent

Falls Church, VA · On-site

$18.25 - $23.25/hr

... the Service Desk to achieve problem resolution goals. Seeks opportunities to improve knowledge ... Other supporting duties, as directed. * Willingness to work overtime and varying hours as required.

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Director Service Desk information

What are Director Service Desk roles and responsibilities?

A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.

What are some common challenges faced by a Director of Service Desk, and how can they be addressed?

As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.

What is the difference between Director Service Desk vs Service Desk Manager?

AspectDirector Service DeskService Desk Manager
ResponsibilitiesOversees multiple service desk teams, strategic planning, and high-level policy developmentManages daily operations, team supervision, and service delivery
Required CredentialsBachelor's degree, ITIL certification, extensive experience in IT service managementBachelor's degree, ITIL certification, experience in service desk operations
Work EnvironmentSenior leadership setting, strategic meetings, cross-department collaborationOperational environment, team management, customer interaction

The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.

What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?

To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.
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Director Service Desk jobs near you
Support Center (Service Desk) Manager

Support Center (Service Desk) Manager

Redhorse Corporation

Arlington, VA • On-site

Full-time

Re-posted 16 days ago

Job description

Support Center (Service Desk) Manager
About the Organization
Now is a great time to join Redhorse Corporation. Redhorse specializes in developing and implementing creative strategies and solutions with private, state, and federal customers in the areas of cultural and environmental resources services, climate and energy change, information technology, and intelligence services. We are hiring creative, motivated, and talented people with a passion for doing what's right, what's smart, and what works.
Position Description
Redhorse Corporation is seeking a Service Desk Manager to work on task with our client. The ideal candidate will have experience re‐engineering or setting up service desks according to industry best practices.
Requirements for Skills, Experience, and Credentials include:
  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • Demonstrated experience re‐engineering or setting up service desks according to industry best practices.
  • Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return on Investment.
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
  • Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
  • Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
  • Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
  • Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
  • Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
  • Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards.
Minimum Basic Requirements for Skills, Experience, and Credentials include:
  • Secret Clearance required
  • No less than three (3) years’ experience in a business or IT field.
Preferred Basic Requirements for Skills, Experience, and Credentials include:
  • Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of being hired.
Executive Order Requirement:
In accordance with Executive Order 14042 as a Federal Contractor Redhorse requires all U.S. new hires to be fully vaccinated for COVID-19 by December 8, 2021, or prior to the first date of employment, whichever is later. As required by the Executive Order, Redhorse will work in coordination with applicable contract agencies to consider requests for Reasonable Accommodations.
Redhorse Corporation shall, in its discretion, modify or adjust the position to meet Redhorse’s changing needs.
This job description is not a contract and may be adjusted as deemed appropriate in Redhorse’s sole discretion.
EOE/M/F/Vet/Disabled

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