Service Desk Manager

This role is responsible for delivering and managing 24x7x365 white-glove concierge client services to the CHQ executive leadership team and the entire CHQ staff. The Service Desk Manager will manage all aspects of audio-visual services (AV) and support conferencing facilities including audio, video, multi-media, and screen sharing capabilities to execute successful meetings and conferences throughout the year. The Service Desk Manager will be charged with developing concepts and solutions that deliver quality IT and AV services that enable CHQ and business unit leaders to deliver to our shareholders and customers around the globe.

• Manages a staff of six contract service technicians to deliver ‘concierge-quality’ support to clients with excellent customer service through in-person, phone, and remote support channels.
• Identifies and trains technicians to provide break-fix and consultative support for client computing, client applications, printing, and mobile services across five sites in Washington D.C., northern VA, and Charlottesville, VA.
• Responsible for defining and continuously improving ITIL requests, incidents, problems, and change processes related to client services in ServiceNow as part of an integrated IT services management approach.
• Primary owner for client communications, messaging, education, and organizational change management for planned IT changes, service interruptions, and projects impacting staff or service availability.
• Protects and manages the user experience for all infrastructure and application services delivered to clients through client testing, documentation, client awareness, and education. Drives the escalation and coordination of client issues on the client’s behalf through IT operations escalation procedures.
• Identifies, designs, and engineers support for systems and applications to meet the unique needs of CHQ users with a focus on continuously improving incident rates, staff efficiency, and knowledge of IT tools.
• Develops, implements, and supports projects to reduce costs, optimize operating procedures, enhance communications, improve security compliance, and deliver clear management reporting.
• Manages technical staff for optimal performance including preparing staffing plans, allocating and prioritizing work, developing staff, and selecting new staff when required.
  • Developing and maturing phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
  • Determining the root cause of issues and communicating appropriately to internal and external customers.
  • Isolating problem trends and ensuring that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Develops cost budgets and manages costs related to client services including; hardware purchases, client software licensing, and staffing costs.
• Performs other duties as assigned.

• Bachelor’s degree or equivalent combination of education and experience necessary to successfully perform the essential functions of the job.
• Minimum of 8 years of experience delivering Service Desk and direct client IT support.
• Minimum of 3 years of experience managing IT services support staff to deliver great outcomes.
• Certifications in A+, Network+, and Microsoft Modern Desktop Administrator certification preferred.