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IT Service Desk Manager

Position:  IT Service Desk Manager

Location:  Crystal City, VA

Nature & Scope:  The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Responsibilities Include: 

  • Collaborate with other departments to understand current business unit challenges and recommend solutions
  • Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Develop and enforce request handling and escalation policies and procedures
  • Track and analyze trends in Service Desk requests and generate statistical reports
  • Assess need for any system reconfigurations (minor or significant) based on incident and problem analysis and make recommendations
  • Develop user guides and training materials to increase computer literacy and self-sufficiency
  • Oversee development and communication of help sheets, usage guides and FAQs for end users
  • Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
  • Oversee the development, implementation and administration of service desk staff training procedures and policies
  • Train, coach and mentor Service Desk Technicians and other junior staff
  • Manage the overall Service Desk activities and staff
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
  • Participate in and contribute to change advisory meetings
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Develop policies and procedures that outline how problems are identified, documented, assigned and resolved
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
  • Conduct research on emerging products, services, standards to recommend improvements or enhancements

Minimum Qualifications:

  • Bachelor's Degree in Computer Science/Information Technology is preferred
  • ITIL Certification(s) preferred
  • Strong technical knowledge of Microsoft desktop/server operating systems and applications, including Windows XP and Windows 7 Professional, Windows Server 2003/2008, Microsoft Office (Word, Excel, PowerPoint, and Visio)
  • Extensive knowledge of computer hardware, including HP workstations/laptops, printers, scanners, and other peripheral devices
  • Working knowledge of a range of desktop utilities, including Dameware MRC, Acronis, Symantec Ghost, Familiarity with the principles of ITIL service management – incident/problem management, changes management
  • Proven track record of developing and providing SLAs and Service Desk deliverables
  • Demonstrated progressive experience in the management of a technical support team
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Good written, oral, and interpersonal communication skills
  • Ability to conduct research into end-user issues and products as required
  • Must have good people skills and the ability to interact and communicate effectively across all levels of the organization
  • Must have proven management skills with the ability to mentor staff members
  • Must build/maintain and manage a strong service desk team that is capable of supporting the Bank's dynamic and fast-paced environment
  • Must be a champion for pushing IT standards, procedures, policies, and best practices to the service desk team
  • Must be willing to travel to remote offices to understand current business unit and IT challenges in order to recommend solutions
  • Must be very proactive in understanding and staying up-to-date on the current projects in progress, projects in pipeline and operational issues. Similarly, must stay up-to-date with industry technology trends and applicability of software/hardware solutions.

To apply for this position, please submit your resume to ncbvajobs@ncb.coop.