Service Desk Manager

Service Desk Manager
Job Number: 25-
Use your skills where innovative technology solutions begin. ECLARO is looking for a Service Desk Manager for our client in Arlington, VA.

ECLAROs client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If youre up to the challenge, then take a chance at this rewarding opportunity!

Responsibilities:

• Responsible for managing day-to-day operation and direct supervision of all Tier I / Tier II service desk personnel.
• Ensure SLAs and performance criteria are met.
• Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs.
• Supports interactions with other teams and manages ServiceNow queues.
• Create daily and weekly reports.
• Monitors incidents and requests, and possible causes for increases or deviations.
• Develop recommendations for process improvements.
• Facilitate incident escalations within the team and follow-ups as needed.
• Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels.
• Responsible for service operations ensuring on-going support services in a 24x7 operational environment.
• Promote a service-oriented culture within the Service Desk.
• Manage Service Desk personnel in the performance of daily responsibilities.
• Maintain the SOPs used within the Service Desk.
• Coordinate changes with incident and problem management processes.
• Define and implement new or improved operating practices.
• Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels.
• Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement.
• Work directly with customers when incident or problem escalation is necessary.
• Serve as Liaison for issues requiring customer or vendor support.

Required Qualifications:

• Associate's Degree in Information Systems, Computer Science, or related field, or equivalent experience.
• Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel in an environment similar in size and scope with performance-based SLAs.
• Thorough knowledge, fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O.
• Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work / ticket queues, and workflow automation.
• Demonstrated experience developing and utilizing ACD reports to provide metrics reporting to improve the Service Desk operations and support.
• Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
• Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
• High level of attention to detail and accuracy at all times.
• Experience supporting high priority and VIP tickets
• Must have a positive and patient customer service attitude.
• Experience in healthcare field, Epic, hardware experience.
• Must be able to lead, inspire, and mentor a multi-disciplined team.

Pay Rate: $50 - $55 / Hour

If hired, you will enjoy the following ECLARO Benefits:

• k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

Apply Now

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