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This role is hybrid- Onsite 2x/wk- Rest of the week remote
Seeking a System Operations (SysOps) Service Desk (SOSD) Manager who reports to the Director of Technical Services. The SOSD Manager is expected to be process oriented and accountable for the overall success of the SysOps Service Desk.
Responsibilities Include:
- Manage SOSD team consisting of up to 24 watch-standers
- Communicate policies, expectations, and feedback to SOSD staff
- Facilitate a high-performance team environment and employee engagement
- Provide performance feedback and corrective action to direct staff
- Lead activities of SOSD staff to diagnose and resolve client problems
- Guide SOSD staff on diagnosis of potential problems and resolutions
- Field escalated customer issues and resolve or refer to specialized experts as needed
- Guide and coordinate projects requiring scheduling
- Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.
- Provide input on process improvements and contribute to the technology road map for the strategic plan
- Perform metrics trend analysis and reporting, guide resultant process improvement.
- Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
- Provide guidance and training; may guide other staff
- Provide back-up duties to the SOSD Government Lead
- Work support tickets as needed
- Evaluate and provide input regarding employee performance
- Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
- Maintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)
- Other duties as assigned and required.
Required Skills:
- Must be a US Citizen
- Must have an active Top-Secret clearance
- 8 years of applicable, hands-on experience
- Experience managing/supervising a Service Desk environment
- Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
- Must be able to manage multiple priorities in an efficient manner
- Understanding of general help desk procedures, company processes, etc.
- Ability to design and implement effective policies to achieve consistent team results.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Desired Skills:
- Excellent computer proficiency (MS Office – Word, Excel and Outlook)
- Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
- Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
- Efficient delegation and task prioritization
- Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
- Ability to coordinate and facilitate staff training
- Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
- Ability to manage and resolve conflicts as they arise
Required Education:
Bachelors degree in related field;
Job Type: Full-time
Pay: $93,500.00 - $105,000.00 per year
Benefits:
Compensation package:
Experience level:
Schedule:
Education:
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Security clearance:
Ability to Commute:
Work Location: Hybrid remote in Pensacola, FL 32503
Full Time
Durable Manufacturing
$91k-117k (estimate)
05/10/2024
09/05/2024
supersystems.com
CINCINNATI, OH
25 - 50
Private
STEPHEN THOMPSON
$10M - $50M
Durable Manufacturing
The job skills required for Service Desk Manager include Help Desk, Service Desk, Communicates Effectively, Commitment, Prioritization, Process Improvement, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Manager. Select any job title you are interested in and start to search job requirements.