Talent.com
IT Service Desk Manager (CRM)
IT Service Desk Manager (CRM)CALIBRE Systems • Washington D.C
No longer accepting applications
IT Service Desk Manager (CRM)

IT Service Desk Manager (CRM)

CALIBRE Systems • Washington D.C
30+ days ago
Job type
  • Full-time
Job description

IT Service Desk Manager (CRM)

Washington ,

Job ID: 5232

CALIBRE, an employee-owned Management Consulting and Digital Transformation Company, is looking for a highly motivated Service Desk Manager to join our team supporting a Federal client. The CRM serves as the local primary point of contact for the assigned Customer (7th Signal) on site. Coordinates AESD support provided to the AESD Customer and associated end users.

ACTIVE SECRET CLEARANCE REQUIRED.

Essential Functions

  • Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts
  • Review tickets to ensure consistency in documentation to standards
  • Actively participate and lead customer status calls
  • Conduct periodic On-Site visits with supported organizations and service desk (when requested)
  • Communicate action plans to customer base during outages or impact to service desk operations
  • Develop Strategic communications for process changes driven by both the service desk and customer environment
  • Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
  • Drive client satisfaction on the Service Desk
  • Coordinate and test ITSM configuration changes with our platform developers and onboarded customers
  • Educate onboarded customers on enhancements and new capabilities as they are deployed
  • Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socialize known issues such as system degradations

Competencies

  • Customer Service Management
  • Training
  • Help Desk Management

Supervisory Responsibility

CRM has oversight of the Help Desk Agents

Work Environment

This is a remote Opportunity

Required Skills

  • . degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience
  • Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire
  • Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging; experience with ServiceNow is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other ServiceNow capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management
  • Competency in call center tracking tools
  • Basic understanding of Enterprise-level Information Technology tools and practices
  • Demonstrated ability to learn customer support processes and techniques
  • Excellent analytical and problem solving skills
  • Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders
  • Experience working with, and an understanding of, . Department of Defense and . Army IT policies and directives, and a strong understanding of the Army working environment
  • Must be a . Citizen
  • ACTIVE Secret Clearance required

required Experience

CALIBRE is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. . If you would like .

Create a job alert for this search

IT Service Desk Manager (CRM) • Washington D.C

Similar jobs

Help Desk Manager - Federal IT Operations

NetImpact StrategiesAlexandria, VA, United States
Full-time

Help Desk Manager - Federal IT Operations.NetImpact Strategies is seeking an experienced Help Desk Manager to oversee and optimize Help Desk operations for all support tiers.You will manage ticket ...Show more

 • Promoted

Service Delivery Manager

Tyto Athene, LLCWashington, DC, United States
Full-time

Tyto Athene is searching for a forward-thinking and self-motivated.Cybersecurity Services to lead an exciting and transformative program in support of our US Federal Government customers.This excit...Show more

 • Promoted

Senior Manager, IT Web Services

Sumitomo PharmaWashington, DC, United States
Full-time

Japan with operations in the U.With several marketed products and a diverse pipeline of early- to late-stage investigational assets, we aim to accelerate discovery, research, and development to bri...Show more

 • Promoted

IT Service Transition Manager - Network / Telecom

General Dynamics Information TechnologyWashington, DC, United States
Full-time

Clearance Level Must Currently Possess:.Clearance Level Must Be Able to Obtain:.IT Infrastructure and Operations.Enterprise IT, Network Infrastructures, Telecommunications.Join GDIT to support the ...Show more

 • Promoted

Federal Program Manager – IT Service Delivery & PMO Lead

Actionet IncWashington, DC, United States
Full-time

A leading IT Solutions Provider in Washington D.This role involves overseeing IT support services, ensuring high customer satisfaction, and managing a team of over 50 IT professionals.Candidates sh...Show more

 • Promoted

Service Desk Manager

iQuasarAlexandria, VA, United States
Full-time +1

My name is Meryl and I represent iQuasar LLC.We are seeking to fill out a Service Desk Managerin Alexandria, Virginia.At iQuasar, we strive to provide the next generation of cutting-edge technologi...Show more

 • Promoted

IT Service Management Operations Lead

ISC2Washington, DC, United States
Full-time

As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Inclusion, and Excellence - drive everything we do in suppor...Show more

 • Promoted

IT Operations Manager

America's Health Insurance PlansWashington, DC, United States
Full-time

AHIP is looking for a dynamic IT Operations Manager to join their team!.If you are looking to make a real difference through your career journey, why not do it with the foremost health insurance ad...Show more

 • Promoted

IT Service Delivery Manager

TEKsystemsWashington, DC, United States
Full-time

Successful candidate will work 100% onsite.Role Priority #1 Overall site leadership and field support accountability: Customer Service/Customer 1st.Role Priority #2 Windows 10 Deskside Support to C...Show more

 • Promoted

Service Desk Manager

Galapagos Federal SystemsWashington, DC, United States
Full-time

Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end users.This role is...Show more

 • Promoted

SME Service Delivery Manager Lead

Leidos IncAlexandria, Virginia, United States
Full-time

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted...Show more

 • Promoted

Service Desk Engineer (Help Desk User Support III)

Intellect SolutionsFort Belvoir, VA, United States
Full-time

Active Secret (Eligible for TS/SCI).The Help Desk User Support III troubleshoots and resolves basic computer, application, system, device, access, or performance issues.Responds to end-user request...Show more

 • Promoted

IT Helpdesk Supervisor - Lead & Elevate Service Desk

Green Peak Staffing SolutionsWashington, DC, United States
Full-time

A staffing solutions firm in Washington, DC is looking for a Helpdesk Supervisor to lead a team responsible for user support.This role requires overseeing ticket resolution, coaching team members, ...Show more

 • Promoted

Program Manager - IT Service Desk

Omniscius ConsultingAlexandria, VA, US
Full-time
Quick Apply

The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency.This role is respon...Show more

Remote Senior Network Services Manager

CopelandWashington, DC, United States
Remote
Full-time

A leading climate technologies company is seeking a Senior Manager, Global Network Services to oversee network architecture and engineering, driving modernization projects.This remote role requires...Show more

 • Promoted

IT Service Desk Program Manager- Remote (DMV Area Only) (US Citizens w / CBP Clearance)

SwingtechWashington, DC, United States
Remote
Full-time

About SwingtechSwingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities.With over 15 year...Show more

 • Promoted

Customer Service Manager

Goodwill Monocacy ValleySykesville, MD, US
Full-time

Georgetown Blvd Sykesville Maryland, 21784, +1 (410) 3192236.Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and ...Show more

 • Promoted

Help Desk Manager

RWD Consulting, LLCWashington, DC, United States
Full-time

Location: Washington, DC-On-Site Only-Must Be a US Citizen-No Sponsorship.IT help desk management in federal/government settings.Expertise in ticketing, remote support (e.LogMeIn), user configs (em...Show more