IT Service Desk Manager- 3443098

Job Description

Job Description

Job Title :   IT Service Desk Manager

Location :   Washington DC 20001

Salary / Payrate :   $140K-$185K annually AWESOME benefits!!!

Work Environment :   Hybrid (2 days WFH after initial ramp up period of 90 days)

Term :   Permanent / Fulltime

Bachelor’s degree required :   PREFERRED

Referral Fee : AMS will pay $500 should the person you refer gets hired

JOB DESCRIPTION #LI-MG1

The IT Service Desk Manager is responsible for the supervision, management, maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24 / 7 environment.

Responsibilities include but are not limited to :

• Supervising the IT Service Desk Supervisor and IT Service Desk Analysts ensuring quality customer service to the firm.
• Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
• Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24 / 7 environment.
• Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
• Providing career development guidance to staff and recommending training paths.
• Identifying metrics and collecting associated data to ensure optimal Service Desk operations.
• Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
• Reviewing, editing, and maintaining support services knowledge database.
• Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
• Supervising planning and management of location specific projects; i.e., laptop replacement.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.
• Supporting, upholding, and encouraging compliance with all computer related policies throughout the enterprise.
• Supporting firm policies and procedures related to the Information Technology Department.

Qualifications :