Join Us AS Remote Service Desk Manager – Active Secret Clearance Required
Company: NCI Information Systems
Job description: The Remote Service Desk Manager will manage the performance of Level 1 services and support to customers. Theya re responsible for ensuring they meet or exceed customer expectations. They esure staff is meeting performance goals and that standards and processes are followed.POSITION RESPONSIBILITIES:
- Oversee 100% of the requests, incidents and problems
- Manage and coordinate urgent and complicated support issues
- Act as escalation point for all requests and incidents
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
- Determine root cause of issues and communicate appropriately to internal and external customers
- Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities
- Identify team leads for three sections including Tier 1, Incident Management and Problem Management.
- Verify sufficient employee coverage and provide backup support
- Communicate status/issues with customers
- Develop strategies for improvement
- Monitor and manage phone queue (participating in escalated calls as needed)
- Oversee Knowledge Management repository and ensure top quality solutions are available to the staff
- Develop an effective and workable framework for managing and improving customer IT support in the organization
- Advise management on situations that may require additional client support or escalation;
- Review customer satisfaction survey feedback from end users to improve services, tools and support experience
- The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables.
QualificationsPOSITION REQUIREMENTS:
- Extensive experience with ServiceNow and Remedy
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
- Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success.
- Functions as a technical expert across multiple project assignments.
- May supervise others
- Secret clearance
- Bachelor’s degree or higher required
- 4-9 years experience in an IT Service Desk Environment
- Help Desk Institute (HDI) or Service Desk Institiute (HSi) certification
- ITIL certification
- Secret clearance
PHYSICAL REQUIREMENTS:This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
About Empower AIAll hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.
Expected salary:
Location: Mississippi
Job date: Thu, 31 Jul 2025 04:38:43 GMT
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