Job Description

Zachary Piper is seeking a Service Desk Manager to support a federal customer located in Arlington, VA. This opportunity would be providing support for an IT Support Team that will oversee the operations & day to day of a full service desk. This ideal candidate will need to be comfortable in an IT outsourcing environment to manage contract personnel performance of all service desk operations.

Responsibilities of Service Desk Manager:

•      Own overall responsibility of Service Desk process handling incident, request, problem, event, & risk management

•      Manage a team of desk support analysts to ensure timely resolution of technical issues & provide customer service to internal stakeholders.

•      Serve as the furthest escalation point for Service Desk Supervisors

•      Perform call monitoring of live and recorded Service Desk agent calls for quality assurance purposes

•      Represent the Service Desk team in a customer facing role

Qualifications of Service Desk Manager:

•      10+ years of experience managing a service desk

•      Associates Degree in a relevant field

•      Must have ITIL v3/v4 or HDI Manager Certification

•      Experience with Implementing and progressing Continuous Improvement (CI), and managing CI activities to ensure appropriate Service improvement results

•      Strong Communication & Resolution Skills

Compensation of Service Desk manager:

•      Salary Range: $100,000-$130,000

•      Full Benefits: PTO, Federal Holidays, Medical, Dental, Vision, 401k, etc.