SAIC · 5 days ago

Service Desk Manager

Oak Ridge, TN

Full-time

Onsite

Mid Level

4+ years exp

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Information TechnologySecurity

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Work & Life Balance

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Responsibilities

Support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.

Follow-up on resolved tickets to check quality, get User concurrence of ticket closure, and to report customer satisfaction.

Work with Operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in After Action Reports for all major Incidents and unplanned service outages, and submitted in writing to the customer.

Establish and maintain data in the Known Error Database (ServiceNow Problem Management Module); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.

Proactively monitor Service Desk calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users.

Ensure non-IT requests are properly routed to appropriate support organizations.

Shall support projects associated with making changes to the operational artifacts in response to governance, industry or customer requirements.

Ensure that all standard operating procedures are adhered to and in collaboration with the associated government task lead are amended or developed as needed.

Ensure that all Contractor communication to customers (both verbal and written) are clear, professional, courteous and grammatically correct.

Ensure review of requests for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load. This includes reviews of all service requests and incidents processed through the IT Support Center.

Qualification

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ServiceNowManaging StaffService Desk ManagementTier 1 SupportPublic Trust Eligibility

Required

One of the following Bachelor’s degree in related technical discipline and 2+ years of experience performing technical support; Associates degree and 5+ years of experience; High School diploma and 7+ years of experience

4+ years’ experience managing a Service Desk environment

4+ years’ experience with tier 1, with a yearly ticket volume of 15,000+

Experience with ServiceNow

Managing staff of 10+ service desk professionals experience

Must be a US Citizen and able to obtain a Public Trust