Iron Bow Technologies
Service Desk Manager
Washington, District of Columbia, United States
No sponsorshipDetected 1 day ago
ExcelCustomer SupportLeadershipCommunicationCollaborationMentoringMicrosoft OfficeSharePoint
About the role
- Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
- This position is onsite in Washington, DC.
- You bring the talent and experience that results in maintaining a team of qualified Technicians.
Responsibilities
- The Service Desk Manager provides daily oversight and guidance for a team of Technicians responsible for consistently delivering outstanding customer support that focuses on ensuring the Museum staff can remain productive and are provided with technically accurate responses.
- The Team leverages published guidelines and SOPs as well as review, update, and create new guidelines and SOPs.
- Identify / implement process improvements that help to strengthen overall customer support and services
- Identify support topics that could be a candidate to include it the Service Catalog
- Manage and oversee the ticket queue within an ITSM (ServiceNow) to ensure assignments and workloads are appropriate
- Implement quality assurance surveillance that will be used to provide customer reporting against the QASP
- Manage effective and accurate shift change reporting to highlight end of shift knowledge transfer
- Maintain an updated on-call plan that will be put in place in the event of critical support need situations
Requirements
- 7+ years of experience in Service Desk/Help Desk/Call Center management with a focus on leading service desk environments dedicated to delivering positive customer experiences
- 5+ years of experience using ITSM tools, including 3+ recent years using ServiceNow
- You have experience leading Help Desk Teams that use a formal ACD
- Excellent verbal and written communication skills. ability to effectively communicate with all levels of the project team, and with company/contract leadership
- BS in in a related IT field, or additional years of experience in lieu of degree
- ITILv4 certification is required
Nice to have
- Understanding our client's business needs and continually strive to meet these needs
- Working directly with the Museum leadership regarding customer issues and items that influence customer service and customer satisfaction
- Daily communication and collaboration with the Technical Team, your team
- Present daily, weekly, and monthly ITSM and ACD stats and status - identify opportunities to improve how data is presented as well as have input into dashboard improvement
- Using daily stats, assess where staff may be struggling and offer coaching and guidance to help position all to be successful
- You have a comprehensive understanding of contract SLAs - monitor and report status against SLAs - and understand the importance of contract SLAs
- You review customer survey responses to gauge overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
- Engaged with Museum and Iron Bow program/contract leadership - be prepared to provide status through both verbal and presentation
Company info
- Give recognition and praise when appropriate - we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff members
Visa & Work Authorization
- Citizenship or work authorization
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This listing is sourced directly from Iron Bow Technologies's careers page and normalized into a canonical job model.