Service Desk Manager/Quality Assurance

divh2Service Desk Manager/h2pThe Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs). The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow. Responsibilities include ensuring timely and accurate troubleshooting across hardware, software, email, printer, directory, and desktop application issues, as well as managing staffing, training, reporting, and the consistent achievement of service quality and SLA targets./ppKey tasks and responsibilities include:/pulliService Desk Operations Management/liliOversee day-to-day performance and operations of the Service Desk, ensuring timely and courteous support for all incoming requests./liliEnsure efficient triage, accurate issue identification, and appropriate escalation for complex technical problems./liliManage Service Desk deliverables, including reports, metrics, training documents, and knowledge base updates./liliMaintain and continuously improve the internal Knowledge Base in accordance with the customers ITSM Knowledge Management process./liliEnsure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows and resolution steps./liliManage Service Desk queues, workflows, and categorizations to maintain data integrity and operational efficiency./liliCoordinate closely with other technical teams and departments for escalated or cross-functional issues./liliReviews, tests, and analyzes key performance metrics to ensure SLA compliance./liliInteracts with Government stakeholders and customers./liliStaffing, Talent Management Leadership/liliMaintain adequate staffing levels to meet workload volumes and contractual service levels./liliLead recruitment, onboarding, shift coverage planning, and performance management./liliDevelop and deliver training programs, performance improvement plans, and skill development initiatives./liliProvide coaching, mentorship, and daily leadership to Service Desk personnel./liliPerformance Measurement SLA Management/liliMonitor and analyze Service Desk performance metrics to ensure alignment with contract requirements./liliReport regularly on SLAs, KPIs, trends, ticket volumes, and user satisfaction metrics./liliIdentify operational issues and implement process improvements to enhance efficiency and customer experience./liliQuality Assurance (QA) Oversight/liliDevelop, maintain, and implement a Quality Control Plan aligned with ISO/IEC 20000 quality principles./liliMonitor service quality using audits, performance monitoring tools, customer surveys, and sampling of resolved tickets./liliLead and participate in internal and external quality audits as required./liliDevelop corrective action plans to address deficiencies and ensure continuous improvement./liliMaintain a comprehensive Procedures Manual documenting all Service Desk processes./liliTechnical Expertise Support/liliMaintain strong working knowledge of desktop/laptop hardware, Windows 10, OSX, standard office applications, and common peripherals./liliProvide advanced problem solving and conduct root cause analysis for recurring or high-impact issues./liliEnsure Service Desk personnel have adequate access to supported technologies and resources./li/ulpEducation Experience:/pulliMinimum Qualifications/liliBachelors degree in a related field./liliAt least five (5) years of experience managing an IT Service Desk./liliMinimum eight (8) years of experience in IT operations with hands-on experience in systems, networks, and/or telecommunications management operations./liliDemonstrated leadership abilities managing multi-shift or multi-tier support teams./liliExperience developing training programs and performance improvement plans./liliStrong knowledge of desktop/laptop hardware, Windows 10, OSX, and common productivity applications./liliExperience using a ticketing system such as ServiceNow./liliStrong written and verbal communication skills./liliExcellent problem-solving and research skills./liliCompTIA A+ certification./liliITIL v4 Foundations certification./liliPreferred Qualifications/liliRelevant commercial certifications (HDI, CompTIA Network+, Microsoft, etc.)./liliExperience in federal customer environments./liliExperience managing multi-tier Service Desk or Operations Centers./liliExperience with ISO/IEC 20000, ITIL practices, or CMMI Service Maturity./li/ulpCertifications:/pulliCompTIA A+ certification required./liliITIL v4 Foundations certification required./li/ulpSecurity Clearance:/pulliAbility to obtain Public Trust clearance./li/ulpOther (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.):/pulliOnsite at customer location/li/ulp$119,000 - $140,000 a year The offered rate will be based on the selected candidates knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position. Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources./p/div