CALIBRE Systems Inc
IT Service Desk Manager (CRM) – FCA 5232-585
CALIBRE, an employee-owned Management Consulting and Digital Transformation Company, is looking for a highly motivated Service Desk Manager to join our team supporting a Federal client. The CRM serves as the local primary point of contact for the assigned Customer (7th Signal) on site. Coordinates AESD support provided to the AESD Customer and associated end users.
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 socialize known issues such as system degradations
Competencies
Customer Service Management
Training
Help Desk Management
Supervisory Responsibility CRM has oversight of the Help Desk Agents
Work Environment This is a remote Opportunity
Qualifications
B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional 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 to include standard call flows, ticketing systems, and ticket logging; experience with ServiceNow is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other ServiceNow capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management
Competency in call center tracking tools
Basic understanding of Enterprise-level Information Technology tools and practices
Demonstrated ability to learn customer support processes and techniques
Excellent analytical and problem solving skills
Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders
Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment
Must be a U.S. Citizen. ACTIVE Secret Clearance required
Washington D.C, United States
Full-Time/Regular
Equal Opportunity Employer, including disability/protected veterans
PI280297932
#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 socialize known issues such as system degradations
Competencies
Customer Service Management
Training
Help Desk Management
Supervisory Responsibility CRM has oversight of the Help Desk Agents
Work Environment This is a remote Opportunity
Qualifications
B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional 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 to include standard call flows, ticketing systems, and ticket logging; experience with ServiceNow is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other ServiceNow capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management
Competency in call center tracking tools
Basic understanding of Enterprise-level Information Technology tools and practices
Demonstrated ability to learn customer support processes and techniques
Excellent analytical and problem solving skills
Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders
Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment
Must be a U.S. Citizen. ACTIVE Secret Clearance required
Washington D.C, United States
Full-Time/Regular
Equal Opportunity Employer, including disability/protected veterans
PI280297932
#J-18808-Ljbffr