Apex Systems
Service Desk Manager
Company:
Apex Systems
Location:
Washington, DC – L'Enfant Plaza (100% Onsite)
Job Type:
6-Month Contract to Hire (2 Option Years Left)
Contract Length:
6 months (2 year option)
Base Pay Range:
$50.00/hr – $72.00/hr
Job #: 3013701
For immediate response, please send to [email protected] – Updated WORD resume, desired hourly/salary rate, and best time to speak!
Position Summary:
The IT Service Desk Manager ensures delivery of high-quality IT support, establishes service level standards, and monitors operational metrics to enhance service delivery. The manager aligns service desk activities with organizational objectives, oversees procedures and policies that reflect industry best practices, and ensures customer satisfaction and operational excellence. This position requires strong leadership skills, deep knowledge of IT service desk operations, and the ability to work in a federal government environment.
Key Responsibilities
Oversee daily operations of the IT service desk, ensuring all incidents and service requests are logged, tracked, and resolved efficiently.
Develop, implement, and maintain Service Level Agreements (SLAs) focusing on response times, resolution times, and customer satisfaction.
Establish procedures and workflows to deliver consistent, high-quality IT support aligned with requirements.
Implement systems to capture and report service metrics, including trends in product or service issues and customer feedback.
Analyze data to identify recurring issues and recommend process improvements.
Prepare and present regular reports to leadership on service desk performance and SLA compliance.
Lead, mentor, and manage a team of service desk professionals, fostering a culture of accountability, professionalism, and customer service excellence.
Conduct performance evaluations and develop individual growth plans for team members.
Provide training and guidance to enhance technical skills and customer interaction capabilities.
Align service desk strategies with client objectives and federal IT standards.
Develop budgets, functional strategies, and operational guidelines for the service desk sub-function.
Drive continuous improvement initiatives, including process optimization, automation, and adoption of best practices.
Coordinate with other IT teams to ensure effective incident escalation, root cause analysis, and change management.
Qualifications & Requirements
Federal IT or government contract experience preferred.
Knowledge & Skills:
Deep understanding of IT service desk operations and ITIL frameworks.
Strong knowledge of the broader IT department functions and interdependencies.
Strong leadership, communication, problem-solving, and analytical skills.
Ability to develop budgets, guidelines, and procedures for a sub-function.
EEO Statement:
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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Apex Systems
Location:
Washington, DC – L'Enfant Plaza (100% Onsite)
Job Type:
6-Month Contract to Hire (2 Option Years Left)
Contract Length:
6 months (2 year option)
Base Pay Range:
$50.00/hr – $72.00/hr
Job #: 3013701
For immediate response, please send to [email protected] – Updated WORD resume, desired hourly/salary rate, and best time to speak!
Position Summary:
The IT Service Desk Manager ensures delivery of high-quality IT support, establishes service level standards, and monitors operational metrics to enhance service delivery. The manager aligns service desk activities with organizational objectives, oversees procedures and policies that reflect industry best practices, and ensures customer satisfaction and operational excellence. This position requires strong leadership skills, deep knowledge of IT service desk operations, and the ability to work in a federal government environment.
Key Responsibilities
Oversee daily operations of the IT service desk, ensuring all incidents and service requests are logged, tracked, and resolved efficiently.
Develop, implement, and maintain Service Level Agreements (SLAs) focusing on response times, resolution times, and customer satisfaction.
Establish procedures and workflows to deliver consistent, high-quality IT support aligned with requirements.
Implement systems to capture and report service metrics, including trends in product or service issues and customer feedback.
Analyze data to identify recurring issues and recommend process improvements.
Prepare and present regular reports to leadership on service desk performance and SLA compliance.
Lead, mentor, and manage a team of service desk professionals, fostering a culture of accountability, professionalism, and customer service excellence.
Conduct performance evaluations and develop individual growth plans for team members.
Provide training and guidance to enhance technical skills and customer interaction capabilities.
Align service desk strategies with client objectives and federal IT standards.
Develop budgets, functional strategies, and operational guidelines for the service desk sub-function.
Drive continuous improvement initiatives, including process optimization, automation, and adoption of best practices.
Coordinate with other IT teams to ensure effective incident escalation, root cause analysis, and change management.
Qualifications & Requirements
Federal IT or government contract experience preferred.
Knowledge & Skills:
Deep understanding of IT service desk operations and ITIL frameworks.
Strong knowledge of the broader IT department functions and interdependencies.
Strong leadership, communication, problem-solving, and analytical skills.
Ability to develop budgets, guidelines, and procedures for a sub-function.
EEO Statement:
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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