CALIBRE Systems, Inc.
IT Service Desk Manager (CRM)
CALIBRE Systems, Inc., Washington, District of Columbia, us, 20022
IT Service Desk Manager (CRM)
CALIBRE Systems, Inc., an employee‑owned Management Consulting and Digital Transformation Company, is seeking a highly motivated Service Desk Manager to support a federal client. The role serves as the local primary point of contact for the assigned Customer (7th Signal) on site and coordinates AESD support. Location: Washington D.C. Position type: Full‑time/Regular. This is a remote opportunity.
ACTIVE SECRET CLEARANCE REQUIRED.
Essential Functions
Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts.
Review tickets to ensure consistency in documentation to standards.
Actively participate and lead customer status calls.
Conduct periodic on‑site visits with supported organizations and service desk (when requested).
Communicate action plans to customer base during outages or impact to service desk operations.
Develop strategic communications for process changes driven by both the service desk and customer environment.
Support continuous process improvements to improve performance levels through reporting trends and ticket analysis.
Drive client satisfaction on the Service Desk.
Coordinate and test ITSM configuration changes with our platform developers and onboarded customers.
Educate onboarded customers on enhancements and new capabilities as they are deployed.
Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socializing known issues such as system degradations.
Competencies
Customer Service Management
Training
Help Desk Management
Supervisory Responsibility CRM has oversight of the Help Desk Agents.
Required Skills & Experience
B.S. degree in business, CIS, marketing, or other related discipline, or equivalent education and training, with 3 years of customer service experience.
Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire.
Experience working in service desk operations including standard call flows, ticketing systems, and ticket logging; ServiceNow experience highly preferred (Case Management, Major Issue Management, Visualization & Dashboard creation, with basic familiarity of other ServiceNow capabilities).
Competency in call center tracking tools.
Basic understanding of enterprise‑level IT tools and practices.
Demonstrated ability to learn customer support processes and techniques.
Excellent analytical and problem‑solving skills.
Excellent oral and written communication skills; able to confidently brief and present updates on weekly meetings with stakeholders.
Experience with U.S. Department of Defense and U.S. Army IT policies and directives; understanding of the Army working environment.
Must be a U.S. Citizen.
ACTIVE SECRET CLEARANCE required.
Legal Notice CALIBRE and its subsidiaries are an equal‑opportunity employer and support transitioning service members, veterans, and individuals with disabilities. We offer a competitive salary and full benefits package.
How to Apply To be considered, please apply via our website at
www.calibresys.com .
#J-18808-Ljbffr
ACTIVE SECRET CLEARANCE REQUIRED.
Essential Functions
Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts.
Review tickets to ensure consistency in documentation to standards.
Actively participate and lead customer status calls.
Conduct periodic on‑site visits with supported organizations and service desk (when requested).
Communicate action plans to customer base during outages or impact to service desk operations.
Develop strategic communications for process changes driven by both the service desk and customer environment.
Support continuous process improvements to improve performance levels through reporting trends and ticket analysis.
Drive client satisfaction on the Service Desk.
Coordinate and test ITSM configuration changes with our platform developers and onboarded customers.
Educate onboarded customers on enhancements and new capabilities as they are deployed.
Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socializing known issues such as system degradations.
Competencies
Customer Service Management
Training
Help Desk Management
Supervisory Responsibility CRM has oversight of the Help Desk Agents.
Required Skills & Experience
B.S. degree in business, CIS, marketing, or other related discipline, or equivalent education and training, with 3 years of customer service experience.
Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire.
Experience working in service desk operations including standard call flows, ticketing systems, and ticket logging; ServiceNow experience highly preferred (Case Management, Major Issue Management, Visualization & Dashboard creation, with basic familiarity of other ServiceNow capabilities).
Competency in call center tracking tools.
Basic understanding of enterprise‑level IT tools and practices.
Demonstrated ability to learn customer support processes and techniques.
Excellent analytical and problem‑solving skills.
Excellent oral and written communication skills; able to confidently brief and present updates on weekly meetings with stakeholders.
Experience with U.S. Department of Defense and U.S. Army IT policies and directives; understanding of the Army working environment.
Must be a U.S. Citizen.
ACTIVE SECRET CLEARANCE required.
Legal Notice CALIBRE and its subsidiaries are an equal‑opportunity employer and support transitioning service members, veterans, and individuals with disabilities. We offer a competitive salary and full benefits package.
How to Apply To be considered, please apply via our website at
www.calibresys.com .
#J-18808-Ljbffr