IT Service Desk Manager (CRM)
Washington D.C,
Job ID: 5232
CALIBRE, an employee-owned Management Consulting and Digital Transformation Company, is looking for a highly motivated Service Desk Manager to join our team supporting a Federal client. The CRM serves as the local primary point of contact for the assigned Customer (7th Signal) on site. Coordinates AESD support provided to the AESD Customer and associated end users.
ACTIVE SECRET CLEARANCE REQUIRED.
Essential Functions
- Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts
- Review tickets to ensure consistency in documentation to standards
- Actively participate and lead customer status calls
- Conduct periodic On-Site visits with supported organizations and service desk (when requested)
- Communicate action plans to customer base during outages or impact to service desk operations
- Develop Strategic communications for process changes driven by both the service desk and customer environment
- Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
- Drive client satisfaction on the Service Desk
- Coordinate and test ITSM configuration changes with our platform developers and onboarded customers
- Educate onboarded customers on enhancements and new capabilities as they are deployed
- Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socialize known issues such as system degradations
Competencies
- Customer Service Management
- Training
- Help Desk Management
Supervisory Responsibility
CRM has oversight of the Help Desk Agents
Work Environment
This is a remote Opportunity
Required Skills
- B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience
- Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire
- Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging; experience with ServiceNow is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other ServiceNow capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management
- Competency in call center tracking tools
- Basic understanding of Enterprise-level Information Technology tools and practices
- Demonstrated ability to learn customer support processes and techniques
- Excellent analytical and problem solving skills
- Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders
- Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment
- Must be a U.S. Citizen
- ACTIVE Secret Clearance required
required Experience
CALIBRE is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. For our EEO Policy statement, please click here. If you would like more information on your EEO rights under the law, please click here.
If you would like to contact us regarding the accessibility of our website of need assistance completing the application process, please contact accommodations@calibresys.com or call 703.797.8732. Please note this contact information is for accommodations only.
