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Service Desk Manager
Ref No.: 18-24054
Location: McLean, Virginia
Position Type:Contract
Start Date: 04/10/2018
 Job Description:
MF 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 neededBasic 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"