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Strategic Resources, Inc. (SRI) · 10 hours ago

Service Desk Manager

Washington, DC

Full-time

Onsite

Senior Level

5+ years exp

Strategic Resources, Inc. (SRI) is an international full-service provider with extensive experience in the Federal, Military, and Commercial Marketplaces. They are seeking a committed and passionate Service Desk Manager to oversee end user support services for the Library of Congress, ensuring efficient service delivery and team performance.

ConsultingInformation Technology

Growth Opportunities

Responsibilities

Provide daily supervision and direction to staff who are responsible for service desk activities

Oversee delivery of service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract

Direct teams through product lifecycle upgrades, large-scale deployments, and resolution of service disruptions, ensuring minimal impact to operations

Build a cohesive team, provide coaching and training, and ensure consistent performance aligned with organizational goals

Ensure all procedures are well-documented, regularly audited, and continuously improved to enhance service quality and efficiency

Serve as the liaison between the service desk, IT leadership, and other departments; conduct performance reviews and share insights to support strategic decisions

Participate in the interview, selection, and hiring of Service Desk personnel

Qualification

IT service desk managementCOMPTIA A+ certificationITIL v4 Foundations certificationWindows 10 knowledgeOSX operating systems knowledgeIssue tracking system experienceEmployee training developmentDesktopLaptop hardware knowledgeLeadership abilitiesProblem solving skillsCommunication skills