Be an early applicantLess than 25 applicants
Harmonia Holdings Group, LLC · 2 days ago
Service Desk Manager
Washington, DC
Full-time
Onsite
Mid Level
2+ years exp
Wonder how qualified you are to the job?
Maximize your interview chancesComputerRobotics
Hiring Manager
Kenneth Rutherford
Insider Connection @Harmonia Holdings Group, LLC
Responsibilities
Queue Management: Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs).
Priority Handling: Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements.
Monitoring and Escalation: Monitor ticket progress, escalating as necessary to ensure timely resolution and customer satisfaction.
Technical Coordination: Collaborate with technical staff to provide support and guidance on ticket resolution, ensuring adherence to best practices and procedures.
Data Analysis: Conduct regular reviews of ticketing system data to identify trends, areas for improvement, and opportunities to optimize service delivery.
Stakeholder Collaboration: Work closely with stakeholders to gather feedback, address concerns, and implement process enhancements to elevate service quality.
Reporting: Generate reports and metrics on ticket performance, highlighting key performance indicators and areas for improvement.
Escalation Point: Serve as a point of contact for escalations, offering guidance and support to resolve complex issues and meet customer expectations.
ITIL Practices: Maintain proficiency in ITIL practices and methodologies, applying principles to streamline service desk operations and enhance efficiency.
Team Leadership: Foster a positive work environment within the service desk team, promoting collaboration, professionalism, and ongoing learning opportunities.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Bachelor’s degree or Associates Degree.
Minimum of 2 years of experience in IT service management or service desk operations, with a focus on ticket management and queue prioritization.
Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
Strong understanding of ITIL practices, including incident, problem, and change management.
Experience with ticketing systems (e.g., ServiceNow, Remedy) and proficiency in generating reports and metrics.
Excellent communication and interpersonal skills, with the ability to engage effectively with technical staff, stakeholders, and customers.
Strong analytical and problem-solving abilities, with a commitment to driving continuous improvement and service excellence.
Ability to thrive in a fast-paced, dynamic environment, managing competing priorities and meeting deadlines.
Leadership qualities, including the ability to inspire and motivate team members to achieve shared objectives.
Preferred
Preferred Certifications: ITIL Foundation, HDI Support Center Manager, or similar certifications are preferred.
Company
Harmonia Holdings Group, LLC
Harmonia Holdings Group is a computer software company that provides application development services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Pallabi Saboo
Executive Chair and Founder
Company data provided by crunchbase
