Executive 1 Holding Company, LLC
Service Desk Operations Manager
Executive 1 Holding Company, LLC, Washington, District of Columbia, us, 20022
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Service Desk Operations Manager
role at
Executive 1 Holding Company, LLC .
This role supports an IT Service Desk at a U.S. federal government organization. The Operations Manager is a full-time, on-site position, managing the Service Desk and Service Desk personnel.
Responsibilities
Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives.
Provide direct supervision and daily management of all Service Desk and deskside support personnel.
Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness.
Resource load and allocate technicians based on workload, priorities, and evolving operational requirements.
Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success.
Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule.
Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials.
Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders.
Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction.
Required Qualifications
Minimum of 5 years of IT service desk/help desk experience, with at least 2 years in a management or leadership role.
Authorized to work in the United States.
Ability to pass a Moderate Background Investigation.
Ability to pass a SAMHSA Drug Screening test.
Preferred Qualifications
Previous experience managing and meeting customer Service Level Agreements (SLAs).
Knowledgeable of ITIL processes and tools.
Previous experience with Cherwell and/or other ticketing systems.
Previous experience working as a federal contractor.
Other Requirements
Ability to leverage learning and content management systems.
Ability to identify risks and establish priorities in a high energy environment.
Ability to analyze trends and take corrective action.
Good organization, negotiation, communication, and process improvement skills.
Benefits
Medical, Dental and Vision Coverage.
401(k) Matching.
PTO.
Job Details
Seniority level: Mid-Senior level.
Employment type: Full-time.
Job function: Management and Manufacturing.
Industry: IT Services and IT Consulting.
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Service Desk Operations Manager
role at
Executive 1 Holding Company, LLC .
This role supports an IT Service Desk at a U.S. federal government organization. The Operations Manager is a full-time, on-site position, managing the Service Desk and Service Desk personnel.
Responsibilities
Serve as the primary on-site liaison with the COR or designee(s) to ensure alignment with contract and client objectives.
Provide direct supervision and daily management of all Service Desk and deskside support personnel.
Oversee both call center and deskside support teams to maintain high levels of service quality and responsiveness.
Resource load and allocate technicians based on workload, priorities, and evolving operational requirements.
Evaluate, coach, and hold accountable all subordinate staff, taking appropriate actions to support performance improvement, retention, and mission success.
Ensure that all contractual requirements are met and that all deliverables are completed accurately and submitted on schedule.
Lead efforts to develop, update, maintain, and retire documentation, including SOPs, knowledge base articles, checklists, and related operational materials.
Establish and maintain effective working relationships with the COR, CO, CIO, and other key management stakeholders.
Promote and contribute to a culture of continuous improvement, operational excellence, and customer satisfaction.
Required Qualifications
Minimum of 5 years of IT service desk/help desk experience, with at least 2 years in a management or leadership role.
Authorized to work in the United States.
Ability to pass a Moderate Background Investigation.
Ability to pass a SAMHSA Drug Screening test.
Preferred Qualifications
Previous experience managing and meeting customer Service Level Agreements (SLAs).
Knowledgeable of ITIL processes and tools.
Previous experience with Cherwell and/or other ticketing systems.
Previous experience working as a federal contractor.
Other Requirements
Ability to leverage learning and content management systems.
Ability to identify risks and establish priorities in a high energy environment.
Ability to analyze trends and take corrective action.
Good organization, negotiation, communication, and process improvement skills.
Benefits
Medical, Dental and Vision Coverage.
401(k) Matching.
PTO.
Job Details
Seniority level: Mid-Senior level.
Employment type: Full-time.
Job function: Management and Manufacturing.
Industry: IT Services and IT Consulting.
#J-18808-Ljbffr