Support Center (Service Desk) Manager
Posted
Support Center (Service Desk) Manager
About the Organization
Now is a great time to join Redhorse Corporation. Redhorse specializes in developing and implementing creative strategies and solutions with private, state, and federal customers in the areas of cultural and environmental resources services, climate and energy change, information technology, and intelligence services. We are hiring creative, motivated, and talented people with a passion for doing what's right, what's smart, and what works.
Position Description
Redhorse Corporation is seeking a Service Desk Manager to work on task with our client. The ideal candidate will have experience re‐engineering or setting up service desks according to industry best practices.
Requirements for Skills, Experience, and Credentials include:
- Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
- Demonstrated experience re‐engineering or setting up service desks according to industry best practices.
- Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return on Investment.
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
- Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
- Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
- Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
- Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
- Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
- Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
- Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
- Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards.
Minimum Basic Requirements for Skills, Experience, and Credentials include:
- Secret Clearance required
- No less than three (3) years’ experience in a business or IT field.
Preferred Basic Requirements for Skills, Experience, and Credentials include:
- Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of being hired.
Executive Order Requirement:
In accordance with Executive Order 14042 as a Federal Contractor Redhorse requires all U.S. new hires to be fully vaccinated for COVID-19 by December 8, 2021, or prior to the first date of employment, whichever is later. As required by the Executive Order, Redhorse will work in coordination with applicable contract agencies to consider requests for Reasonable Accommodations.
Redhorse Corporation shall, in its discretion, modify or adjust the position to meet Redhorse’s changing needs.
This job description is not a contract and may be adjusted as deemed appropriate in Redhorse’s sole discretion.
EOE/M/F/Vet/Disabled