- 3-5 years of experience in Service Desk Services, including at least 2 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
- Excellent communication and teamwork skills.
- Demonstrated experience supporting government agencies, customers, or contracts within federal environments.
Education
- Bachelor’s degree or equivalent experience, advanced degree preferred.
Clearance
- Ability to receive a Public Trust clearance, including meeting all financial suitability requirements
RESPONSIBILITIES
- Own overall responsibility for ITSMS process handling on the Service Desk;
- Manage all Service Desk supervisors;
- Coordinate Service Desk staff training sessions as needed;
- Liaise with the client Service Delivery Designee;
- Manage the development and issuance of Service Desk operational reports;
- Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
- Serve as a further escalation point for Service Desk supervisors;
- Participate in Problem Management activities
For any questions, feel free to reach me.
Pay: $50.00 - $52.00 per year
Work Location: In person
