Rigil Corporation
Overview
Role: Service Desk Manager About Rigil Rigil is an award-winning strategy, technology, and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business, on the premise: There is always a better way. A better way to serve customers, develop solutions, and foster a balanced working community. We value teamwork and strive to build strong leaders. Location: Washington DC Metro Area Duration: Fulltime Responsibilities
Provide End User IT Support Services including deskside support on-site, remote, telephone, and email, with support for scientific software and peripherals. Provide end-user training for supported hardware and software. Meet with customers, principal investigators, senior investigators, and team members on a regular basis. Provide IT training/overview for supported hardware and software as needed to customers. Maintain IT and AV equipment in conference rooms and team rooms. Image and configure new and/or existing workstations or laptops. Configure and deploy mobile devices and tablets. Configure and troubleshoot computer peripherals. Install and configure software as needed. Perform cyber security related tasks for remediation and patching. Collaborate with IT Engineering and ISSO teams for manual remediation tasks and deployments. Perform analysis and provide forecast of IT inventory estimates six months in advance prior to the next fiscal year. Support technology hardware refreshes of end-user devices. Provide Tier 2 Desktop Support and Tier 3 Scientific Engineering Support via on-site, remote, telephone, unified communications (e.g., MS Teams), and email, including support for scientific and non-scientific hardware and software, as well as related peripherals. Troubleshoot technically and deliver exceptional customer service for Mac, Linux, Windows, desktop, laptop, iOS devices, printers, multi-function copiers, fax, VoIP desk and soft phones. Support hardware refreshes of end-user devices. Support desktop and laptop research/scientific and non-scientific hardware and software. Support fax, desk and soft VoIP phones, network printers, and multi-function devices (MFD). Support research/scientific and non-scientific computer peripherals and devices. Maintain inventory report and tracking of all hardware, software, peripherals, and accessories used by all staff. Qualifications
Bachelor’s degree from an accredited college or university Experience as Service Desk Team leadership Experience with managing customer expectations and delivering high-quality customer service ServiceNow expertise for queue management and ticket fulfillment Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring Provide leadership and direction to IT Support team, fostering a collaborative and high-performance work environment Ensure IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet customer expectations Ensure IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests professionally Coordinate response to and resolution of IT incidents, following established protocols to minimize downtime and impact on users Analyze recurring issues and trends to identify underlying problems and implement corrective actions Monitor SLAs for IT support services, ensuring performance meets or exceeds targets Manage escalation of complex or high-priority issues to appropriate technical teams or management with timely resolution and stakeholder communication
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Role: Service Desk Manager About Rigil Rigil is an award-winning strategy, technology, and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business, on the premise: There is always a better way. A better way to serve customers, develop solutions, and foster a balanced working community. We value teamwork and strive to build strong leaders. Location: Washington DC Metro Area Duration: Fulltime Responsibilities
Provide End User IT Support Services including deskside support on-site, remote, telephone, and email, with support for scientific software and peripherals. Provide end-user training for supported hardware and software. Meet with customers, principal investigators, senior investigators, and team members on a regular basis. Provide IT training/overview for supported hardware and software as needed to customers. Maintain IT and AV equipment in conference rooms and team rooms. Image and configure new and/or existing workstations or laptops. Configure and deploy mobile devices and tablets. Configure and troubleshoot computer peripherals. Install and configure software as needed. Perform cyber security related tasks for remediation and patching. Collaborate with IT Engineering and ISSO teams for manual remediation tasks and deployments. Perform analysis and provide forecast of IT inventory estimates six months in advance prior to the next fiscal year. Support technology hardware refreshes of end-user devices. Provide Tier 2 Desktop Support and Tier 3 Scientific Engineering Support via on-site, remote, telephone, unified communications (e.g., MS Teams), and email, including support for scientific and non-scientific hardware and software, as well as related peripherals. Troubleshoot technically and deliver exceptional customer service for Mac, Linux, Windows, desktop, laptop, iOS devices, printers, multi-function copiers, fax, VoIP desk and soft phones. Support hardware refreshes of end-user devices. Support desktop and laptop research/scientific and non-scientific hardware and software. Support fax, desk and soft VoIP phones, network printers, and multi-function devices (MFD). Support research/scientific and non-scientific computer peripherals and devices. Maintain inventory report and tracking of all hardware, software, peripherals, and accessories used by all staff. Qualifications
Bachelor’s degree from an accredited college or university Experience as Service Desk Team leadership Experience with managing customer expectations and delivering high-quality customer service ServiceNow expertise for queue management and ticket fulfillment Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring Provide leadership and direction to IT Support team, fostering a collaborative and high-performance work environment Ensure IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meet customer expectations Ensure IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests professionally Coordinate response to and resolution of IT incidents, following established protocols to minimize downtime and impact on users Analyze recurring issues and trends to identify underlying problems and implement corrective actions Monitor SLAs for IT support services, ensuring performance meets or exceeds targets Manage escalation of complex or high-priority issues to appropriate technical teams or management with timely resolution and stakeholder communication
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