Information Technology Service Desk Manager

Below is the job description for the position :

Position Title: IT Service Desk Lead

Duration: 6-12 months full time contract (possible extension) - Onsite

Location: Lawrenceville, GA 30046

Shift Hours Weekly: M-F, 8am-5pm

State Client

Job Description:

Position Description:

The Service Desk Lead Manager is responsible for ensuring the quality of service provided by the Service Desk. This role involves analyzing, evaluating, monitoring, and documenting support activities to maintain compliance with quality standards and best practices. The Analyst plays a key role in identifying improvement opportunities, tracking issues, and ensuring their resolution to enhance customer satisfaction.

Essential Duties:

· Monitor and evaluate support activities, including call recordings, call scripts, and ticket quality, to ensure adherence to Service Desk standards

· Develop and manage customer satisfaction surveys, standard operating procedures (SOPs), and knowledge articles

· Track and provide visibility into quality issues, coordinating with the team to implement remediation processes

· Build and manage KPI reports and dashboards to gain insight into IT operations and their impact on services

· Report on daily, weekly, monthly, and yearly trends in Service Management to identify and address performance gaps

· Investigate customer complaints and non-conformance issues, providing solutions and corrective actions

· Prepare detailed reports to communicate quality outcomes and suggest improvements

Minimum Qualifications:

· Bachelor’s Degree in a closely related field

· Nine years of progressively responsible experience related to the information technology infrastructure field, five years of management experience that includes managing a staff of personnel and the delivery of information technology-related projects or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job

· Comprehensive knowledge of government and regulatory agencies policies/procedures from an infrastructure perspective

· Knowledge of technology trends and developments in the areas of Network, Server and Security environments

· Demonstrated expertise in a variety of the field’s concepts, practices, procedures, policy, security technologies, standards, and networking architectures

· Must be a critical thinker with strong problem-solving skills

· Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to interact, communicate and relate security and risk-related concepts to technical and non-technical audiences’

· Strong management and organizational skills

· Understanding for the Project Management Process

Preferred Qualifications:

· Master’s Degree in a closely related field.

· Ability to manage and mentor a highly technical staff, coordinates across program areas, and collaborates with system stakeholders.

· Ability to manage multiple projects and consulting project staff.

· Experience supporting an organization which includes the delivery of technology to public safety organizations (Police, Fire, Sheriff, Corrections).