Service Desk Manager

Cookeville, TN

Talent Orchard LLC, a Woman Owned Small Business with 8a designation has been contracted by a large defense contractor in their search for a Service Desk Manager. 

The Service Desk Manager is the primary point of contact in dealing with technology service, proactive improvements, relationship management and overall service improvement of the Help Desk.  Must possess the ability to manage and interact with senior level executives within the business, respond to any and all service concerns regarding the support and ensure restoration of service.  The Service Desk Manager is required to identify and drive methodologies and processes that support world class standards, manage key targeted areas for improvement and ensure that service level management best practices exist across all service platforms.

This position will enhance the client experience by managing the service delivery performance of services to our clients and ensure that optimum performance is achieved. The Service Desk Manager works closely with various departments and client account stakeholders to ensure consistent quality service delivery and to identify and facilitate remediation of service quality issues as they arise.

Primary Responsibilities:

• Ensure smooth service delivery in line with contractual commitments being the interface between customer and technical Service Delivery Managers (SDMs). This includes, but is not limited to technical backlog reviews, customer service requests, etc.
• Solid technical background with the ability to provide clear and concise direction to the team
• Support the organization in delivering Service, Strategy and Vision
• Maintain a sound knowledge and understanding of current methodologies, technologies, services and tools
• Establish and maintain strong personal relationships gaining trust and respect with the customer base in the assigned service area with the goal of meeting contractual commitments
• Manage the IT support desk team members and evaluate performance against established expectations
• Set high customer service standards and hold Service Desk agents accountable to those standards
• Ensure customer service requests (tickets) are handled timely and completely
• Review incident tickets for content, proper routing, first-call resolution, problem detection, opportunities for first-call resolution and timely closure
• Determine appropriateness of escalations and ensure service delivery of all issues from clients by enforcing escalation and ticket handling processes
• Contribute to improving customer support by involving yourself in situations that fall below these standards
• Establish best practices throughout the entire technical support process
• Investigate and introduce process improvement measures and provide recommendations
• Strong process orientation, problem solving & troubleshooting skills and a firm commitment to quality
• Proven capability to analyze trends and metrics, ensuring team adjustments to concur complex problems in a helpdesk environment, while maintaining a positive customer experience
• Develop daily, weekly and monthly reports from our systems and provide results on the productivity of Help Desk to the management team
• Manage the daily operations of the 24x7x365 Service Desk
• Attend regular customer service meetings delivering service reports in line with contractual obligations with key customers
• Participate in Change Management and Disaster Recovery processes
• Prepare status and system health reports for Managed Service clients
• Extensive background in motivating all helpdesk staff to complete their tasks within SLA’s or above SLA standards
• Must be able to perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development
• Must be a US Citizen and have ability to pass customer background check

Qualifications

• Bachelors and five (5) years or more of related experience; Masters and three (3) years or more related experience
• ITIL® V3 Foundation Level or higher certification
• Nice to Have - HDI Certification
• Experience providing training on technical subject matter
• Familiarity with government IT environment and administrative processes

Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.