ECLARO ยท 8 hours ago
Service Desk Manager
Arlington, VA
Full-time
Onsite
Senior Level
$50/hr - $55/hr
5+ years expECLARO is a leading technology solutions provider seeking a Service Desk Manager for their client in Arlington, VA. The role involves managing day-to-day operations of the service desk, ensuring performance criteria are met, and promoting a service-oriented culture.
Staffing & Recruiting
Responsibilities
Responsible for managing day-to-day operation and direct supervision of all Tier I / Tier II service desk personnel
Ensure SLAs and performance criteria are met
Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs
Supports interactions with other teams and manages ServiceNow queues
Create daily and weekly reports
Monitors incidents and requests, and possible causes for increases or deviations
Develop recommendations for process improvements
Facilitate incident escalations within the team and follow-ups as needed
Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels
Responsible for service operations ensuring on-going support services in a 24x7 operational environment
Promote a service-oriented culture within the Service Desk
Manage Service Desk personnel in the performance of daily responsibilities
Maintain the SOPs used within the Service Desk
Coordinate changes with incident and problem management processes
Define and implement new or improved operating practices
Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels
Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement
Work directly with customers when incident or problem escalation is necessary
Serve as Liaison for issues requiring customer or vendor support
Qualification
Required
Associate's Degree in Information Systems, Computer Science, or related field, or equivalent experience
Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel in an environment similar in size and scope with performance-based SLAs
Thorough knowledge, fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O365
Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work / ticket queues, and workflow automation
Demonstrated experience developing and utilizing ACD reports to provide metrics reporting to improve the Service Desk operations and support
Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment
Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology
High level of attention to detail and accuracy at all times
Experience supporting high priority and VIP tickets
Must have a positive and patient customer service attitude
Experience in healthcare field, Epic, hardware experience
Must be able to lead, inspire, and mentor a multi-disciplined team
Benefits
401k Retirement Savings Plan administered by Merrill Lynch
Commuter Check Pretax Commuter Benefits
Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
Company
ECLARO
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada and the Philippines.
1001-5000 employees
H1B Sponsorship
ECLARO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (2)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Nicholas Butcher
QA CTO Label Specialist
Dan Broderick
Chief Delivery Officer
Company data provided by crunchbase