Job Title: Service Desk Manager (Consultant IV); Contract to hire
Duration: Contract to Hire
Location: Irvine, Ca
Rate: Contract Rate up to $80.00/hr BOE
Impact Statement:
Peraton is looking for a skilled, capable, and driven professional who can bring their passion to our Service Desk Manager position. The Service Desk Manager is a critical role in setting the highest standards for customer service and creating an exciting environment for all Service Desk team members to demonstrate a consistently positive, helpful, and collaborative attitude to address end-user needs in a timely manner. The ideal candidate should be committed to delivering top-notch customer service. Through open communication, the Service Desk Manager will seek continuous improvement by using customer feedback and industry best-practices to develop and learn enhanced technical and customer service skills.
Job Description:
Service Desk Manager to lead a team of 13-15 end-user (hardware) and customer service agents providing 24/7 on-site and remote site support for a customer base of about 1800 users.
Responsibilities:
- Manages the team that provides technical assistance to computer system and network users or other technical products and services.
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
- Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
- Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
- Coordinates customer service activities with other internal functions (such as Systems Administrators, Network Engineers, Cybersecurity, Applications Developers and Project Managers/Leaders.)
- Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
- As a point of escalation, assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
- Knowledge of customers applications, services and/or systems.
- Operations are 24/7.
Qualifications:
- BS+10-12 years experience; MS 8-10 years experience; Phd+5-7 years experience
Essential/Required Skills:
- Customer orientation
- Excellent customer service skills – helpful, patient, kind, accountable
- Work closely with customers (end users) and City management to fully understand and document requirements (Good listening skills)
- Demonstrate ability to think broadly about issues and look at the bigger picture in order to provide solutions through a variety of problem-solving techniques
- Provide advice and support of IT-related issues; offers innovative solutions
- Demonstrates a sense of urgency for critical business issues or Priority 1 incidents
- Ability to develop effective working relationships and collaborate with colleagues within and beyond IT Services (i.e. Systems Administration, Networking, Cybersecurity, Application Developers, H/W and S/W vendors, IT Liaisons, key stakeholders, VIPs, etc.)
- Professional, clear written and oral communication skills
- Quality orientation; ensure that a consistent, high quality service is delivered by the Service Desk
- Processes and Tools
- Sound knowledge and experience supporting a broad range of IT applications, platforms and technologies (MS Windows, O365, Office Suite, remote access, troubleshooting, root cause analysis, etc.)
- Ensures effective management of all incidents and service requests through a telephone, email and appointment-based service
- Knowledge and understanding of best practice frameworks to provide services in accordance with ITIL, ITSM, ISO 20000
- Experience with Service Desk ticketing system; understanding of workflows; ability to create and use management information reports from the ITSM systems to monitor metrics and address adverse trends
- Ability to clearly and accurately communicate processes and procedures verbally and in writing
- Leadership
- Ability to coach and mentor a team to create an environment that motivates the team members to do their best work, meet or exceed expectations, bring continuous improvement to the customer
- Demonstrates drive, self-motivation to address issues and complete tickets and projects on time and within budget
- Experience with managing the work of others
- Flexibility with work schedule (due to team working 24/7)
Desirable Skills/Certifications:
- ServiceNow
- Systems Administration and/or Networking skills
- Public Safety user and application support
- ITIL4 Foundation Certification (or higher)
Security:
- Will have to pass LiveScan to begin working
- Must pass pre-poly and polygraph tests to support Public Safety (required)
Location:
- Full-time on-site in Irvine, CA
- May need to periodically visit other customer sites within the City of Irvine