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Deputy Service Desk Operations Manager
Job ID: 68246 Job Views: 459
Location: Greenbelt, Maryland
Job Category: Management - Executive Jobs,Support - Help Desk
Employment Type: Full time Salary: $ per year
Posted: 02-11-2019

Job Description:

 Deputy Service Desk Operations Manager

The Deputy Operations Manager will support the Service Center which supports hundreds of thousands of users across the United States by providing Tier II incident resolution. The Deputy Operations Manager will be responsible for developing, implementing and managing Operations related processes, training and policies. The Deputy Operations Manager enables the team to respond and quick resolution to service desk operational needs. The Deputy will lead multiple shifts service center teams.

-Work with client/customer to create technical and operational execution strategies.
-Work closely with Tier III support teams to ensure problem resolution, develop Knowledge Based Articles (KBAs), develop training for service desk knowledge transfer, improve user satisfaction, and recommend improvements.
-Work with the application teams, client/customer, system and business owners to understand operational requirements and outputs.
-Enforce uniform process, policies across the service center.
-Direct program activities to meet client and organization work objectives and serve as a liaison with clients to coordinate activities, negotiate tasks, and solve problems.
-Ensure compliance with relevant program and government policies and standards.
-Directly supervise team leads, service desk staff, reporting and metric team, training team, and carry out supervisory responsibilities in accordance with the programs policies and procedures, including interviewing and hiring of subcontractor staffed positions.
-Assure quality of program services, and deliverables, including participating in reviews, audits and field trainings such as Dry Runs.
-Efficiently manage the schedule and resource of the project teams to fulfill customer requirements and meet training and go-live deadlines.
-Ensure the knowledge levels of personnel are always current and comprehensive and that they can provide the highest level of professional assistance to customers.
-Maintain progress reviews of project tasks and team member assignments.
-Lead the definition of the direction and strategy for the service desk to ensure the operational needs are being addressed against aggressive schedules.
-Develop process/control changes by identifying gaps/issues/areas for improvement; writing improved processes.
-Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
-Maintain knowledge base, SOP’s, and other documents by enforcing traceability, updating procedures and training, and program changes.
-Prepare reports by collecting, analyzing, and summarizing information and trends.
-Prepare status reports and deliver presentations on operational improvements and status to colleagues, subordinates, client/customer, and end-user representatives.
-Provide service desk operational support documentation.
-Work as part of team and provide off-hours supports when required to achieve program objectives.
-Manage, track, audit, and report tickets open and closed on a daily basis and across shifts.
-Develop/review SOP’s and other documentation for use within the operations team.
-Increase day-to-day operational efficiency and accuracy by recommending and implementing new processes and procedures within the service desk.
-Serve as service desk escalation support to customers and application owners.
-Provide daily operational analysis reports.
-Coach, mentor and train staff.

Job Requirements:

-Bachelor’s degree in a related field and 10+ years of continuous and progressive experience.
-Experienced in leading operational support teams for large mission critical system of systems.
-Must have advanced level knowledge of the concepts, practices and procedures of Service Desk.
-Solid time management skills with the ability to plan, organize and implement multiple initiatives and deadline-driven workloads while consistently providing outstanding customer service.
-Detail-oriented, proactive self-starter demonstrating a positive, willing attitude and excellent oral and written communication skills.
-Proficient in determining the appropriate strategy for recoverability and continuity of business operations.
-Experience writing service operations plans, implementation guides and standard operating procedures.
-Manage multiple teams consisting of technical and non-technical staff (direct & indirect, 50+).
-Responsible for achieving Service Delivery goals and objectives in alignment with strategic project and business goals, regularly exceeds SLA requirements and continuously improves speed and quality.
-Provide a work environment that engenders positive energy, creativity, and teamwork among employees.
-Supervise and coach supervisors, team leads, etc.
-Contribute to short and long-term organizational planning and strategy as a member of the management team.
-Ensure achievement of client and internal program performance, quality, and develops strategies for continuous improvement against targets.
-Responsible for customer satisfaction as measured by the End User Experience and SLA compliance.
-Serve as liaison for all technical issues to ensure coordination and resolution in a timely manner.
-Must be able to effectively communication and manage both up and down the management chain of command.
-Knowledge of using Microsoft Active Directory to manage policies & user objects.
-Previous experience managing large scale Service Desk programs.
-Knowledge of ITSM products (i.e. Remedy or ServiceNow) CRQ/WO/INC/KMS management.
-Experience managing infrastructure, mobile and various applications is a plus.
-Experience with Apple mobile devices, VDI, VOIP and hardware such as printers and laptops is a plus.

Keywords: Greenbelt MD Jobs, Deputy Service Desk Operations Manager, Service Desk, Operations, Infrastructure, Microsoft, Active Directory, ITSM Products, Management, Maryland Recruiters, Information Technology Jobs, IT Jobs, Maryland Recruiting

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