ASM Research, An Accenture Federal Services Company
Service Desk Manager
ASM Research, An Accenture Federal Services Company, Honolulu, Hawaii, United States, 96814
The Service Desk Manager is responsible for overseeing IT service delivery to meet the needs of the CASTLE-NET program, managing processes, coordinating with teams, and ensuring compliance with GSA and USACE policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives.
Key Responsibilities
Manage overall service desk operations and team performance Provide leadership and supervision to service desk personnel Establish and maintain service desk processes and workflows Monitor and improve service desk metrics and KPIs Ensure adherence to SLAs and quality standards Implement continuous improvement initiatives Manage service desk staffing, training, and development Report on service desk performance to senior management Required Qualifications
Bachelor's degree in IT, Business Administration, or related field 8+ years of experience in service desk or IT support operations Minimum 3-4 years of service desk management or supervisory experience Expert understanding of ITIL frameworks and best practices Proficiency with service desk and ITSM platforms Strong leadership, communication, and interpersonal skills Ability to manage budgets and staffing effectively Experience with federal IT operations and compliance Job Specific Skills
Service Desk Management & Operations ITIL Framework & Best Practices Team Leadership & Performance Management Metrics & KPI Analysis Incident & Change Management Processes Preferred Skills
ITIL Foundation and Practitioner certifications ServiceNow administration and customization Federal compliance and security requirements knowledge CASTLE-NET environment familiarity Customer satisfaction and quality metrics expertise Compensation Ranges
$84,900 - 182,000 EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
#J-18808-Ljbffr
Manage overall service desk operations and team performance Provide leadership and supervision to service desk personnel Establish and maintain service desk processes and workflows Monitor and improve service desk metrics and KPIs Ensure adherence to SLAs and quality standards Implement continuous improvement initiatives Manage service desk staffing, training, and development Report on service desk performance to senior management Required Qualifications
Bachelor's degree in IT, Business Administration, or related field 8+ years of experience in service desk or IT support operations Minimum 3-4 years of service desk management or supervisory experience Expert understanding of ITIL frameworks and best practices Proficiency with service desk and ITSM platforms Strong leadership, communication, and interpersonal skills Ability to manage budgets and staffing effectively Experience with federal IT operations and compliance Job Specific Skills
Service Desk Management & Operations ITIL Framework & Best Practices Team Leadership & Performance Management Metrics & KPI Analysis Incident & Change Management Processes Preferred Skills
ITIL Foundation and Practitioner certifications ServiceNow administration and customization Federal compliance and security requirements knowledge CASTLE-NET environment familiarity Customer satisfaction and quality metrics expertise Compensation Ranges
$84,900 - 182,000 EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
#J-18808-Ljbffr