A Square Group (ASG) · 3 hours ago
Service Desk Manager (Bethesda/Rockville-MD)
Bethesda, MD
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expA Square Group (ASG) is seeking a Service Desk Manager to oversee and manage a team of IT Support technicians. The role involves providing leadership, ensuring high-quality support services, and analyzing issues to improve performance and customer satisfaction.
Health CareInformation TechnologyOutsourcing
No H1B
Security Clearance RequiredHiring Manager
Prabha S.
Responsibilities
Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring
Provides leadership and direction to IT Support team, fostering a collaborative and high-performance work environment
Ensure that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet the expectations of customers
Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner
Coordinate the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users
Analyze recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents
Monitor service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets
Manage the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders
Other duties as assigned
Qualification
Required
Bachelor's degree from an accredited college or university
8+ years of relevant, applicable professional experience
Experience as Service Desk Team leadership
Experience with managing customer expectations and delivering the highest quality customer service
ServiceNow expertise in queue management and ticket fulfillment
Ability to obtain Public Trust
Preferred
Experience supporting NIH programs
Company
A Square Group (ASG)
A Minority, Woman-Owned, Small Disadvantaged Business. CMMI L3 | ISO 9001:2008 | ISO 20000-1:2011 |ISO 27001:2005 Certified.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sara Singh
President
Company data provided by crunchbase