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CALIBRE Systems, Inc. · 2 weeks ago

IT Service Desk Manager (CRM)

United States

Full-time

Remote

Mid Level

3+ years exp

CALIBRE Systems, Inc. is an employee-owned Management Consulting and Digital Transformation Company. They are seeking a highly motivated Service Desk Manager to coordinate support for a Federal client, ensuring customer satisfaction and managing service desk operations effectively.

Cloud ComputingConsultingEnterprise SoftwareInformation TechnologyManagement ConsultingSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts

Review tickets to ensure consistency in documentation to standards

Actively participate and lead customer status calls

Conduct periodic On-Site visits with supported organizations and service desk (when requested)

Communicate action plans to customer base during outages or impact to service desk operations

Develop Strategic communications for process changes driven by both the service desk and customer environment

Support continuous process improvements to improve performance levels through reporting trends and ticket analysis

Drive client satisfaction on the Service Desk

Coordinate and test ITSM configuration changes with our platform developers and onboarded customers

Educate onboarded customers on enhancements and new capabilities as they are deployed

Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socialize known issues such as system degradations

Qualification

ITIL V4 Foundations CertificationServiceNowCustomer Service ManagementHelp Desk ManagementAnalytical skillsTrainingIT policiesCommunication skillsProblem solving

Required

ACTIVE SECRET CLEARANCE REQUIRED

B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience

Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire

Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging

Competency in call center tracking tools

Basic understanding of Enterprise-level Information Technology tools and practices

Demonstrated ability to learn customer support processes and techniques

Excellent analytical and problem solving skills

Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders

Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment

Must be a U.S. Citizen

Preferred

Experience with ServiceNow is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other ServiceNow capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management