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Latitude, Inc. Service Desk Manager (Secret Clearance Required) in Arlington, Virginia

Job Type: Full-time

Pay: $115,000.00 - $130,000.00 per year

Hours: Monday through Friday 6:30 -4:30 (40 hours in the timeframe)

Active Secret Clearance Required.

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Responsibilities include:

  • Knowledge of ITIL process and industry best practices

  • Manages Tier 1 ticket incident queue

  • Works with Incident Manager in verifying the resolution of critical incidents

  • Manages Tier 1 Service Desk personnel shift coverage which includes time and attendance

  • Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction

  • Understands and functions within Service and Operation Level Agreements with customers and solver groups

  • Interacts with management and other solver groups to facilitate timely problem resolution

  • Knowledge in the use of and application of metrics to increase efficiency and solve issues

  • Excellent communication skills

  • Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals

  • Works with staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures

  • Ensures quality control is done by analyzing HP Service Manager or ServiceNow incident progression to improve customer service to meet and exceed customer expectations

  • Ensures performance requirements are met

  • Reviews and analyzes metric reports and other supporting reports

  • Approves implementation of performance improvements

  • Provides program oversight

  • Ensures day-to-day Service Desk and systems monitoring for all sites

  • Provides detailed project status

  • Identifies, addresses and reports on all risks and issues

  • Supports the Incident/Problem Manager

Required Skills:

  • Active Secret Clearance Required.

  • Security+ or IAT Level II certification required.

  • Direct experience managing a Service Desk

  • ITIL Certification preferred

  • Strong interpersonal skills

  • Advanced understanding of IT Service Management processes

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