General Dynamics Information Technology ยท 5 hours ago
Enterprise End-User Support Services and Service Desk Senior Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$140K/yr - $190K/yr
10+ years exp
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Responsibilities
Direct 24x7 Enterprise IT Service Desk operations and transformation initiatives. Manage global Deskside Support Services, and field support teams to troubleshoot and resolve hardware, software, and network issues at hundreds of locations.
Lead development and implementation of customer-focused service strategies, including interfacing with government executives and end users at all levels, to provide customers with a reliable and consistent experience.
Improve existing support services based on data driven decision making and trend analysis. Develop proactive strategies and automation to prevent, detect, and remediate service-impacting issues
Drive implementation of automated and self-service capabilities
Manage service delivery and performance across global operations
Oversee knowledge management program and continuous improvement
Lead enterprise-wide escalation management. Direct incident, problem, and service request fulfillment
Lead analysis and resolution of complex service delivery issues, performing root cause analysis to prevent future recurrence
Ensure achievement of service level and experience agreements
Provide executive reporting on service performance and metrics
Qualification
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Required
10+ years in IT services with at least 5 years leading large scale global enterprise service desks, focus on customer experience improvements.
ServiceNow implementation/development
Active ITIL v4 Practitioner: Service Desk certification (or ITLI v4 Foundations and ability to achieve ITIL v4 Practitioner: Service Desk certification within 2 weeks of starting)
Ability to achieve Help Desk Institute Support Center Manager (HDI-SCM) within 4 weeks of starting.
Demonstrated expertise in ITSM platforms and service delivery
Experience with knowledge management and self-service implementation
Must be a persuasive communicator, able to write business justifications for technology changes and achieve 'buy-in' from program stakeholders, customers and the end-user community.
Preferred
ServiceNow Certified Implementation Specialist (CIS) - ITSM Certification. (CSA and CAD also a plus.)
ITIL 4 Practice Manager
Help Desk Institute Support Center Manager (HDI-SCM)
Certified Implementation Specialist (CIS) - ITSM Certification
Advanced technical and service troubleshooting and diagnosing experience
Omnichannel service delivery transformation
Service automation and AIOps implementation
Performance analytics and optimization
Benefits
401K with company match
Comprehensive health and wellness packages
Paid vacation and holidays
Paid parental leave
Paid military leave
Paid bereavement leave
Paid jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology has worked across the full spectrum of government and business for decades. It is a sub-organization of General Dynamics.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Ben Buckley
Vice President Program
Katharine Murphy
VP Cybersecurity, Preparedness and Enforcement
Recent News
2024-11-21
Company data provided by crunchbase
