Service Desk Manager

Service Desk Manager

Washington, District of Columbia, United States

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

The High Level

Iron Bow Technologies is seeking an experienced Service Desk Manager to support an existing, long-term customer, the U.S. Holocaust Memorial Museum to provide leadership and management for our team delivering customer-focused support. The ideal candidate will have a strong passion for delivering customer service, as well as passion to lead and mentor a team of specialists to have that same passion for quality support. This position is onsite in Washington, DC. Our Service Desk Manager partners with contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting.

What You'll Be Doing

The Service Desk Manager provides daily oversight and guidance for a team of Technicians responsible for consistently delivering outstanding customer support that focuses on ensuring the Museum staff can remain productive and are provided with technically accurate responses. The Team leverages published guidelines and SOPs as well as review, update, and create new guidelines and SOPs. You bring the talent and experience that results in maintaining a team of qualified Technicians. Other responsibilities include:

• Understanding our client's business needs and continually strive to meet these needs
• Working directly with the Museum leadership regarding customer issues and items that influence customer service and customer satisfaction
• Daily communication and collaboration with the Technical Team, your team
• Present daily, weekly, and monthly ITSM and ACD stats and status identify opportunities to improve how data is presented as well as have input into dashboard improvement
• Using daily stats, assess where staff may be struggling and offer coaching and guidance to help position all to be successful
• You have a comprehensive understanding of contract SLAs monitor and report status against SLAs and understand the importance of contract SLAs
• You review customer survey responses to gauge overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
• Identify / implement process improvements that help to strengthen overall customer support and services
• Engaged with Museum and Iron Bow program/contract leadership be prepared to provide status through both verbal and presentation
• Oversee team performance, ensuring customer service is timely and appropriate
• Identify support topics that could be a candidate to include it the Service Catalog
• Manage and oversee the ticket queue within an ITSM (ServiceNow) to ensure assignments and workloads are appropriate
• Implement quality assurance surveillance that will be used to provide customer reporting against the QASP
• Manage effective and accurate shift change reporting to highlight end of shift knowledge transfer
• Maintain an updated on-call plan that will be put in place in the event of critical support need situations
• Give recognition and praise when appropriate we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff members

What You Bring To The Table

• Strong propensity and aptitude for solving client and customer needs
• 7+ years of experience in Service Desk/Help Desk/Call Center management with a focus on leading service desk environments dedicated to delivering positive customer experiences
• 5+ years of experience using ITSM tools, including 3+ recent years using ServiceNow
• You have experience leading Help Desk Teams that use a formal ACD
• Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint, Project experience preferred
• Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
• Experience managing work in an IT Operations environment, with a proven ability to manage both immediate reactive issues and long-term strategic goals
• BS in in a related IT field, or additional years of experience in lieu of degree
• ITILv4 certification is required
• U.S. Citizenship or work authorization
• Suitability determination and FBI Fingerprint Criminal Background Check (through OPM)
• Ability to hold / maintain a Public Trust clearance

Our Equal Opportunity Employer Commitment

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.