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Executive 1 Holding Company, LLC · 1 month ago

Service Desk Operations Manager

Washington, DC, USA

Full-time

Onsite

Mid, Senior Level

$65K/yr - $75K/yr

5+ years exp

Executive 1 Holding Company, LLC is seeking a Service Desk Operations Manager to support an IT Service Desk at a U.S. federal government organization. The Operations Manager will manage the Service Desk personnel, ensure service quality, and maintain effective relationships with key stakeholders.

Information Technology & Services

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives

Provide direct supervision and daily management of all Service Desk and deskside support personnel

Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness

Resource load and allocate technicians based on workload, priorities, and evolving operational requirements

Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success

Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule

Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials

Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders

Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction

Qualification

IT service desk managementService Level Agreements (SLAs)ITIL processesCherwell ticketing systemContent management systemsProcess improvement skillsCommunication skillsNegotiation skillsOrganizational skills