Eclaro
Service Desk Manager
Job Number: 25-05288
Use your skills where innovative technology solutions begin. ECLARO is looking for a
Service Desk Manager
for our client in
Arlington, VA.
ECLARO's client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you're up to the challenge, then take a chance at this rewarding opportunity!
Responsibilities:
Responsible for managing day-to-day operation and direct supervision of all Tier I / Tier II service desk personnel. Ensure SLAs and performance criteria are met. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages ServiceNow queues. Create daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develop recommendations for process improvements. Facilitate incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels. Responsible for service operations ensuring on-going support services in a 24x7 operational environment. Promote a service-oriented culture within the Service Desk. Manage Service Desk personnel in the performance of daily responsibilities. Maintain the SOPs used within the Service Desk. Coordinate changes with incident and problem management processes. Define and implement new or improved operating practices. Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels. Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement. Work directly with customers when incident or problem escalation is necessary. Serve as Liaison for issues requiring customer or vendor support.
Required Qualifications:
Associate's Degree in Information Systems, Computer Science, or related field, or equivalent experience. Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel in an environment similar in size and scope with performance-based SLAs. Thorough knowledge, fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O365. Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work / ticket queues, and workflow automation. Demonstrated experience developing and utilizing ACD reports to provide metrics reporting to improve the Service Desk operations and support. Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment. Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology. High level of attention to detail and accuracy at all times. Experience supporting high priority and VIP tickets Must have a positive and patient customer service attitude. Experience in healthcare field, Epic, hardware experience. Must be able to lead, inspire, and mentor a multi-disciplined team.
Pay Rate:
$50 - $55 / Hour
If hired, you will enjoy the following ECLARO Benefits:
401k Retirement Savings Plan administered by Merrill Lynch Commuter Check Pretax Commuter Benefits Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
If interested, you may contact: Greg Papalexis Greg.Papalexis@eclaro.com (646) 849-5359 LinkedIn | Greg Papalexis
Equal Opportunity Employer:
ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
Use your skills where innovative technology solutions begin. ECLARO is looking for a
Service Desk Manager
for our client in
Arlington, VA.
ECLARO's client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you're up to the challenge, then take a chance at this rewarding opportunity!
Responsibilities:
Responsible for managing day-to-day operation and direct supervision of all Tier I / Tier II service desk personnel. Ensure SLAs and performance criteria are met. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages ServiceNow queues. Create daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develop recommendations for process improvements. Facilitate incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels. Responsible for service operations ensuring on-going support services in a 24x7 operational environment. Promote a service-oriented culture within the Service Desk. Manage Service Desk personnel in the performance of daily responsibilities. Maintain the SOPs used within the Service Desk. Coordinate changes with incident and problem management processes. Define and implement new or improved operating practices. Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels. Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement. Work directly with customers when incident or problem escalation is necessary. Serve as Liaison for issues requiring customer or vendor support.
Required Qualifications:
Associate's Degree in Information Systems, Computer Science, or related field, or equivalent experience. Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel in an environment similar in size and scope with performance-based SLAs. Thorough knowledge, fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O365. Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work / ticket queues, and workflow automation. Demonstrated experience developing and utilizing ACD reports to provide metrics reporting to improve the Service Desk operations and support. Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment. Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology. High level of attention to detail and accuracy at all times. Experience supporting high priority and VIP tickets Must have a positive and patient customer service attitude. Experience in healthcare field, Epic, hardware experience. Must be able to lead, inspire, and mentor a multi-disciplined team.
Pay Rate:
$50 - $55 / Hour
If hired, you will enjoy the following ECLARO Benefits:
401k Retirement Savings Plan administered by Merrill Lynch Commuter Check Pretax Commuter Benefits Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
If interested, you may contact: Greg Papalexis Greg.Papalexis@eclaro.com (646) 849-5359 LinkedIn | Greg Papalexis
Equal Opportunity Employer:
ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.