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Service Desk Engineer
Ref No.: 18-17668
Location: McLean, Virginia
Position Type:Full Time/Contract
Experience Level: 11 Years
Start Date: 03/16/2018
Service Desk Engineer
McLean, VA
Fulltime position

Job description:
• Multi Family Service Desk Manager's Responsibilities include:
• Manage the overall MF service desk by mentoring, coaching and direction setting to Service Desk team members
• Manage the projects affecting the MF Service Desk
• Address delicate situations and handle escalations of MF clients
• Report to MF's management team on any issue that could significantly impact the business
• Collaborate with Business Operations Support (BOS), MF Business Information Officer (BIO) Project Teams, and MF Level 3 Production Support for any upcoming changes affecting MF users
• Work cross-functionally with various internal groups such as Network Operations, Customer and Operations Services (CCC Support Team), Technology Services Group (HELP ME) to enable the MF Service Desk operate efficiently
• Ensure staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules to cover the MF Service Desk from 8 am EST to 8 pm EST and other exceptions, as needed by the Business Teams
• Facilitate the definition of service levels and customer requirements
• Interact regularly with existing Freddie Mac managers and the clients to meet their requirements and develop plans for improving delivery
• Generate daily, weekly, and monthly reports to monitor trends and to maximize opportunity and minimize exposure to risks
• Ensure that project status, issues and successes are communicated to project team and all levels of management and documented appropriately
• Back up for call and email handling, as needed

Basic Requirements:
• 10+ years of experience in Service Desk management
• Familiar with application, database and IT upgrades
• Familiar with maintenance of Networks, servers, system Security, Data Centers and user provisioning
• Innovative in providing solutions for Service Desk related challenges
• Independently determines and develops approach to solutions, working under limited direction.
• Follows established processes, procedures, and directions.
• Responsible for maintaining process documentation and other relevant records as needed

Preferred skills:
• Accountable, takes ownership and delivers results
• Works independently on multiple projects
• Good communication and ability to convey solutions to business
• Proactive in nature with customer satisfaction as primary goal
• Quick learner of new tools
• Familiarity with Mortgage Industry