We apologize for the inconvenience but the job you are looking for has been filled or it has been removed by the recruiter. For your reference, the original listing is shown at the bottom of this page.
Listed below are the top 10 out of 1,542 listings that are in the same industry and location as the job you were looking for. To see more than 10 listings, click here to search similar jobs in Washington, DC
We are searching for a Firstlevel manager to lead a diverse team of engineering and functional resources performing software development of a missioncritical ...
Reporting directly to the Senior Manager of ITSM, the Manager, Reporting & Metrics will manage a team of 5 analyst with responsibility for ensuring effective ...
Position Summary: The Program Manager oversees the delivery of global IS initiatives aligned to a primary business domain while ensuring an enterprise perspective ...
We are searching for a Midlevel manager to lead engineering and functional resources performing operations and maintenance of a missioncritical system in ...
Yoh has a contract opportunity for a Software Configuration / Build Manager to join our client in Silver Spring, MD. Possession of or the ability to obtain ...
Yoh has a contract to hire opportunity as a Help Desk Technician II to join our company in Arlington, VA. Must be eligible to work in the United States without ...
The position has operational and management control over the entire technical proposal development life cycle from opportunity qualification to postproposal ...
Manages the electrical engineering department within the larger organizational unit, setting & operating to objectives & providing guidance to subordinates ...
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we?ve been the ideal workplace for ...
The Business Project Manager position is a role within the ABS Global Customer Service Program Management Office. This role provides front end business support ...
For your reference, we have included the original job posting below.
Service Desk Manager
Job Number:
40833004
Company Name:
InfoReliance
Job Location:
Washington, DC US
Job Category:
Information Technology
Service Desk Manager
Service Desk Manager Location: Washington, DC Company Order Number: 11-203 # of openings: 1
Description
InfoReliance has an opportunity for an Service Center Manager in Washington, D.C. This role is a key hire for InfoReliance as we approach a new challenge with our customer. Within the larger Infrastructure Support Services project, having the right person in this key role will be a cornerstone of our success. If you are looking for your next challenge, please read further. In this role, you will act as the Service Center Manager supporting the Infrastructure Support Services contract. The Service Center Manager will: * Oversee daily Service Center operations including managing operations within an SLA driven environment, staff management, creating work schedules, and ensuring staff adhere to process and policy requirements. * Manage the resolution of complex customer service issues in a Service Center environment; able to effectively communicate with clients and Project Managers to resolve issues quickly. * Ensure expertise in customer service and technical knowledge across multiple projects. The Technical Environment The user community for this client is approximately 4000 users at two main locations, in Washington, D.C. and a separate location in the eastern US. The Customer Resource Center support management tool is Remedy. The Service Center includes four internal service desks: * Universal Licensing & Antenna Structure System Support * Auction Bidder Support * Auctions Help Desk Support * Customer Resource Center, including: * Service Desk Operation * Desktop Support * Training Services * Computer Hardware/Software Lending Program In order to be successful in this job, we expect you to have the following skills and experience: * A Minimum of 10 years managing a multi-function Service Desk in an IT Infrastructure Environment with a minimum of 2500 users * Demonstrated experience building and retaining a qualified Service Desk team through innovative hiring and training techniques * Demonstrated experience managing, re-engineering, or setting up Service Desks according to industry best practices * Demonstrated experience implementing methodologies to improve first call resolution, managing customer expectations, and building strong internal relationships * Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills * Demonstrated experience obtaining Government/Project Officer buy-in for improving the Service Desk by demonstrating greater return on investment and/or value-add through improved service levels * Demonstrated experience identifying, developing, and maintaining formal procedures for consistency and increased productivity; ITILv3 Service Management and CMMi experience strongly desired * Demonstrated experience implementing innovative, cost-effective staffing and scheduling models that meet/exceed SLA and/or operational coverage requirements * Demonstrated experience developing and/or maintaining a customer care philosophy that ensures customer satisfaction; experience with managing customer satisfaction survey initiatives is also desired * Demonstrated experience analyzing Service Desk performance through various statistical and reporting methods; ability to develop reporting tools and run SQL queries is strongly desired At least 3 years’ experience with: * Designing and executing project plans. * Consulting with clients to define needs or problems. * Analyzing findings to advise and recommend solutions to clients. * Ability to generate technical documentation. Senior Consultant/Leadership oriented skills and responsibilities, including: * Experience with mentoring junior consultants. * Experience leading teams of engineers. Project Management Skills: * Excellent interpersonal, communication, presentation, and writing skills. * Experience working directly with customers, including producing and conducting technical presentations. Desired Certification: * Help Desk Management Certification – HDI This job position requires U.S. citizenship. A candidate who is not a U.S. citizen is not qualified for this job position. For consideration, please submit your resume using the “Apply for this Position” button below. External Referral Program InfoReliance offers a $2000.00 referral bonus for successful hires from external referrals. If you have a referral, please contact the Recruiter responsible for this position or send an email to . Our Benefits All benefits are effective Day 1 of your employment with InfoReliance. Our reputation is built upon the talents and integrity of our employees. We value the contributions of each and every person that is a part of our organization. We offer exciting, challenging career opportunities, competitive salaries and a comprehensive benefits package to include the following: * 10 Paid Company Holidays Annually * 18 days a year of Paid Time Off (PTO) Annually for new employees (accrued) * Comprehensive Medical and Dental Coverage * Tuition & Professional Certification Reimbursement * 401(k) plan with an employer match of 50% of contributions up to 6% of salary * Reimbursement for parking and public transportation, dependent upon work location * Flexible work arrangements, where possible * Flexible Spending Accounts for Medical and Dependant Care All employees are eligible for a quarterly, performance-based bonus program recognizing our outstanding contributors. About InfoReliance InfoReliance Corporation is an Information Technology (IT) consulting firm that builds, deploys and manages custom solutions that transform the business operations of federal government agencies. Founded in 2000, InfoReliance is a thriving, privately-held business that has repeatedly been named as a “fastest growing company” by organizations such as Inc. Magazine, Washington Business Journal, and Washington Technology. In fact, in our 11+ year history we have seen annual employee growth of 42.1%. Our continued growth offers opportunity for you to succeed and grow in your career. InfoReliance does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law. To view all current InfoReliance employment opportunities, please visit our careers website at:
