Support Center (Service Desk) Manager Job at By Light Professional IT Services LLC
Overview:
The Support Center (Service Desk) Manager shall be an employee of the prime CATTS Contractor.
Required Experience/Qualifications:
- Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
- Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award.
- Demonstrated experience re‐engineering or setting up service desks according to industry best practices.
- Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return On Investment.
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
- Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
- Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
- Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
- Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
- Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
- Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
- Demonstrated experience enhancing the image of the service desk as a front end support group that advances the IT vision and strategy.
- Demonstrated experience managing an incident management system in a performance based environment complying with ITIL V3/V4 standards.
- Top Secret clearance
- By Light does not require COVID-19 vaccinations or boosters; vaccination requirements and testing are subject to the status of the federal contractor mandate and customer site requirements; testing is at the cost of the employee.
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