What are the responsibilities and job description for the Service Desk Manager position at National Capitol Contracting LLC?
Position Summary
This is an ONSITE position located in Washington D.C.
NCC is seeking a Service Desk Manager for an upcoming government contract to lead a team of frontline support professionals, providing daily supervision and guidance to ensure efficient and effective service desk operations.
Key Areas of Responsibility
- Oversee the daily operations of the Service Desk to ensure that support requests for assistance are handled promptly and effectively.
- Manage the preparation and distribution of all Service Desk- related deliverables, including reports, knowledge base articles, and training materials.
- Maintain the Service Desk's knowledge base, ensuring that it is accurate, up-to- date, and readily accessible to both support agents and end users.
- Manage the Service Desk team, including staffing levels, recruitment, training, and performance management to meet workloads and contractual service levels.
- Oversee the service desk queues within the ticket tracking system (ServiceNow), including report generation, workflow management, and data integrity.
- Continuously monitor and report on Service Desk performance.
- Identify and implement improvements to Service Desk processes and procedures to enhance efficiency and customer satisfaction.
- Coordinate with other technical teams to resolve issues that are outside the initial scope of Service Desk.
Minimum Requirements
- Associates degree or equivalent experience.
- At least 5 years’ experience managing an IT service desk.
- Strong demonstrated leadership abilities.
- Experience researching and developing employee training and performance improvement plans.
- Strong working knowledge of desktop and laptop hardware and peripherals
- Strong knowledge of Windows 10, and OSX operating systems and common office applications.
- Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
- Excellent proven written and verbal communication skills.
- Strong problem solving and research skills.
- COMPTIA A certification
- Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us at recruiting@nccsite.com. Please reference the position in your email.
NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.