Service Desk Manager

Job Summary:

Zachary Piper Solution is seeking an Enterprise Service Desk Manager to join our team in managing a Federal IT Service Desk on-site in Washington, D.C. In this role, you will oversee the daily operations of our service desk, ensuring prompt resolution of technical challenges while delivering outstanding customer service to our internal clients.

Responsibilities of the Enterprise Service Desk Manager:

• Take full ownership of IT Service Management (ITSM) processes on the Service Desk, including incident, request, problem, event, and risk management.
• Supervise all Service Desk personnel, including supervisors, trainers, and quality managers, while optimizing workflow.
• Ensure adherence to and enhancement of queue management practices.
• Achieve all Service Level Agreements (SLAs) related to Average Speed of Answer (ASA), Average Break Resolution (ABR), First Call Resolution (FCR), Customer Satisfaction (CSAT), quality metrics, and incident/request resolution times.
• Collaborate with customer Service Delivery Technical Monitors.
• Oversee the creation and distribution of operational reports for the Service Desk.
• Act as the primary representative for the Service Desk team in client-facing interactions.
• Coordinate with the designated Change lead from the contractor side.
• Lead initiatives for Continuous Improvement (CI), managing activities to ensure effective service enhancements.
• Conduct monitoring of live and recorded Service Desk agent calls for quality assurance.
• Serve as an escalation point for Service Desk supervisors.

Qualifications of the Enterprise Service Desk Manager:

• 10+ years of experience in Service Desk Services, including direct management of a Service Desk
• 5+ years of experience in an IT outsourcing environment, overseeing contractor personnel performance in Service Desk Services.
• Familiarity with Avaya or Genesys Contact Centers is a plus.
• Active Public Trust Security Clearance
• ITIL v3 or v4 Foundation Certification.

 Compensation for the Enterprise Service Desk Manager include:

• Salary Range: $110,000-$120,000/year **depending on experience**
• Comprehensive Benefits: Medical, Dental, Vision, 401k, PTO, Sick Leave as required by law, and Holidays