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Service Desk Manager
Ref No.: 18-08164
Location: Washington, District of Columbia
Position Type:Full Time/Contract
Start Date: 09/12/2018
 
·         Five or more years of related technical and managerial experience in an end-to-end Service Desk and desk side service delivery environment similar in terms of size, scope and zdcomplexity to that of this contract. At least two of these years must be in a leadership role.
·         Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
·         Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide Service Desk
·         Experience providing Tier 1, Tier 2, and Tier 3 including customer service desk, overseas support, asset management, AV support, Operations and Maintenance, Security Operations, Desk-Side support, Integration and Core Engineering Support
It is desirable that the Service Desk Manager have the following qualifications:
·         Demonstrated experience providing performance-based customer service support against multiple performance metrics for the Federal Government.
Demonstrated in-depth experience with the implementation and customization of Service Desk tools and automation technologies