Mgr, Operations (Service Desk Manager)

GovCIO is a team of transformers—people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation governmental operations that improve the citizen experience every day.

But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?

Responsibilities

The Service Desk (SD) Manager shall manage the performance of Tier 1  / 2.0 technicians and support to customers to ensure that service levels are achieved. The SD Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the Salient CRGT Service Desk staff meets and exceeds performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.

• Oversee requests, incidents and problems
• Manage and coordinate urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Determine root cause of issues and communicate appropriately to internal and external customers
• Oversee staff activities
• Verify sufficient employee coverage and provide backup support
• Communicate status/issues with customers
• Develop strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• Monitors Knowledge Management repository and ensure top quality solutions are available to the staff
• Develop an effective and workable framework for managing and improving customer IT support in the organization
• Advise management on situations that may require additional client support or escalation
• Review survey feedback to improve services, tools and support experience 

Required Qualifications

• Bachelor’s with 8-12 years (or commensurate experience).
• Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
• ITIL Foundation certification

#ZR

#cjpost

#ZR