What are the responsibilities and job description for the Service Desk Operations Manager position at HUMAN TOUCH LLC?
This role supports an IT Service Desk at a U.S. federal government organization. The Operations Manager is a full-time, on-site position, managing the Service Desk and Service Desk personnel.
The Operations Manager:
- Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives.
- Provide direct supervision and daily management of all Service Desk and deskside support personnel.
- Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness.
- Resource load and allocate technicians based on workload, priorities, and evolving operational requirements.
- Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success.
- Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule.
- Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials.
- Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders.
- Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction.
Required Qualifications:
- Minimum of 5 years of IT service desk/help desk experience, with at least 2 years in a management or leadership role.
- Authorized to work in the United States
- Ability to pass a Moderate Background Investigation
- Ability to pass a SAMHSA Drug Screening test
Preferred Qualifications:
- Previous experience managing and meeting customer Service Level Agreements (SLAs)
- Knowledgeable of ITIL processes and tools
- Previous experience with Cherwell and/or other ticketing systems
- Previous experience working as a federal contractor
Other Requirements:
- Ability to leverage learning and content management systems
- Ability to identify risks and establish priorities in a high energy environment
- Ability to analyze trends and take corrective action
- Good organization, negotiation, communication, and process improvement skills
Benefits:
- Medical, Dental and Vision Coverage
- 401(k) Matching
- PTO
Salary : $65,000 - $75,000