What are the responsibilities and job description for the Help Desk Manager position at Zachary Piper Solutions?
Zachary Piper Solutions seeks a Help Desk Manager to manage contractor personnel performance of Service Desk Services . The Help Desk Manager will participate in the Management of a Federal IT Service Desk and lead the IT support team. This individual will oversee the day to day operations of the service desk ensuring timely resolution of issues and providing outstanding customer service to internal stakeholders. This is an on-site position in Arlington, VA.
Responsibilities :
Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
- Manage all Service Desk supervisors, trainers, quality manager and workflow;
- Ensure Queue management practices are followed and enhanced
- Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
- Liaise with the customer Service Delivery Technical Monitors;
- Manage the development and issuance of Service Desk operational reports;
- Represent the Service Desk team in a customer-facing role;
- Liaise with the Contractor designated Change lead;
- Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
- Perform call monitoring of live and / or recorded Service Desk agent calls for quality assurance purposes;
- Serve as a further escalation point for Service Desk supervisors
Qualifications :
Compensation :
LI-CB1
CB1-ONSITE
Salary : $110,000 - $145,000
