Service Desk Manager

Service Desk Manager
Bethesda, MD
Pay From: $85,000 per year

MUST:
Experienced Service Desk Manager
Must be able to obtain and/or pass a Public Trust background check
5+ years of recent and relevant experience in an environment of similar size and scope
Strong leadership and team management skills
Excellent communication and customer service skills
Experience with Service Desk software and tools
Ability to analyze data and generate insights for performance improvement
Ability to work flexible hours and at multiple locations
HDI or equivalent certification preferred
ITIL Foundation certification required within six (6) months of assignment to the project
Bachelor s degree or equivalent work experience

DUTIES:
Lead and manage the Service Desk team to provide high-quality support services
Manage the Service Desk team, implement best practices, and continuously improve service delivery
Provide expertise and knowledge to support Service Desk projects
Maintain flexibility and continuity of Service Desk resources
Monitor and analyze Service Desk performance and implement improvements as needed
Ensure compliance with SLAs and other performance metrics
Develop and maintain Service Desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP documentation
Handle escalations and resolve complex technical issues
Coordinate with other IT departments to ensure seamless service delivery
Train and mentor Service Desk staff and ensure cross-training for continuity
Prepare regular reports on Service Desk performance and customer satisfaction
Proactively update operational guides to support knowledge management
Work with IT managers, engineers, technicians, and the customer to ensure expectations are fulfilled in a timely and cost-effective manner
Provide leadership and technical expertise to ensure efficient, effective, and customer-focused Service Desk support

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act .