The objective of the Online Support Desk Manager is to ensure that users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk) and Tier 2 (hands-on support). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users. The customer standardized on the Information Technology Information Library (ITIL) as the standard for its IT operations.
Responsibilities include all aspects of Tier 1 and Tier 2 Support, including supporting remote customer staff, operating a walk-in center at the Customer Headquarters, and white-glove VIP support.
Roles and Responsibilities;
Support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
Follow-up on resolved tickets to check quality, get User concurrence of ticket closure, and to report customer satisfaction.
Work with Operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in After Action Reports for all major Incidents and unplanned service outages, and submitted in writing to the customer.
Establish and maintain data in the Known Error Database (Remedy Problem Management Module); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.
Proactively monitor Service Desk calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users
Ensure non-IT requests are properly routed to appropriate support organizations.
Shall support projects associated with making changes to the operational artifacts in response to governance, industry or customer requirements
Ensure that all standard operating procedures are adhered to and in collaboration with the associated government task lead are amended or developed as needed.
Ensure that all Contractor communication to customers (both verbal and written) are clear, professional, courteous and grammatically correct.
Ensure review of requests for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load. This includes reviews of all service requests and incidents processed through the IT Support Center.
Bachelor's degree and eight (8) years of experience
ITIL Foundation Certification
4+ years' experience managing a Service Desk environment.
4+ years' experience with tier 1 and tier 2 resolution, with a yearly ticket volume of 15,000+.
Experience with ServiceNow/ Remedy.
Managing staff of 20+ service desk professionals experience
HDI Support Center Manager or other higher level HDI Certification
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