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  • ID
    #43845135
  • Job type
    Contract
  • Salary
    Competitive
  • Source
    Kforce Technology Staffing
  • Date
    2022-07-04
  • Deadline
    2022-09-02
 
Contract

RESPONSIBILITIES:Kforce has a client in Sterling, VA that is seeking Service Desk Supervisor. This position will be onsite 3 days and 2 days remote.

Summary:The Help Desk Support Manager reports to the Operations Manager, and plans, coordinates, and manages all the actions taken by the O&M Help Desk Service Desk Agents to execute all of the support work as defined in the PWS. The O&M Help Desk services include break-fix support of License Plater Readers, sensors, strobes, signage, etc. The O&M Help Desk Support Manager determines how to use team resources to meet incident management schedules, goals and service levels, and provides guidance to and leads and motivates the team of Service Desk Agents, Subject Matter Experts (SMEs), Data Analyst, and Business Analyst to meet SLAs and provide excellent customer service. This role focuses on process improvement by recommending improvements to support O&M dashboard tools, processes, and systems. The O&M Help Desk Support Manager will collaborate with all service areas to ensure quality control and management standards are met.

Responsibilities: Service Desk Supervisor will develop, document, and maintain help desk support procedures; Procedures must meet agency requirements, conform to ITIL, and adhere to Government ITI policies Coordinate with the service desk and all other necessary Contractors, third party, and support organizations to manage all onsite technical support requests to resolution and closure As a Service Desk Supervisor, you will ensure service desk agents coordinate with site personnel to schedule onsite technical support visits in response to an escalated incident or service request in accordance with SLAs Update inventory and configuration management records daily to reflect completed service requests

REQUIREMENTS: Bachelor's degree with 9+ years of recent related experience; May accept a high school education and an additional 4 years of experience in lieu of a degree Must have at least 5 years of direct Help Desk experience Must have at least 2+ years of leadership experience Experience with ServiceNow Experience with SLAs Excellent leadership, management, and communication skills Experience managing remote team Applicants must be fully authorized to work in the U.S. without sponsorship

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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