Service Desk Quality Manager

    22nd Century Technologies
    Vienna, VA
    Full-time, Part-time
    Similar jobs pay $9.70 - $13.27

    Job Description

    Job Description

    Title: Help Desk Manager
    Client: FBI

    Location: Vienna VA
    Clearance: Top Secret

    Role is typically helpdesk manager role that can manage 24/7 helpdesk 15 people.

    Functional Responsibility
    • Monitor Service Desk Surveys to address positive and negative feedback.
    • Provide daily supervision to Service Desk Leads and ensure tasks and priority requests are addressed and resolved.
    • Manage QA meetings with Service Desk Leads, Facilities, Human Resources (new hire), Logistics and Security as needed to implement and meet objectives at the Service Desk.
    • Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics.
    • Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern.
    • Monitor ticketing systems for patterns and inconsistencies. Review and update ticket content as needed and work with staff to ensure appropriate and accurate information is included.
    • Act as a catalyst for change and improvement in performance and quality.
    • Ensure activities, services, and products meet organizational goals and objectives.
    • Participate in the planning and delivery of a full range of customer support services to the organization.
    • Provide FBI Managers with regular updates on common problems encountered and identify resolutions/improvements.
    • Assess customer requirements and ensure that these are met within the Service Desk SOP.
    • Identify and execute training as needed for all three shifts.
    • Assure that all metrics are properly documented and escalated to appropriate resources for correction. Metrics include:
    o New tickets-volume of incoming tickets to determine the volume of support requests the service is managing per day, week or month.
    o Ticket Volume by support channel-phone, via chat, walk-ins and email.
    o Support Tickets Solved-is the Service Desk keeping up with demand? New and solved ticket trend lines should be parallel.
    o Response Time and Wait Time-customers issues acknowledged and the time that the request is resolved.
    o Ticket distribution-monitor correlation between experience staff and non-experience staff to tickets being distributed.
    • Manage the Service Desk work schedule, vacation and holiday schedule.
    • Ensure and certify the Service Desk staff is trained on processes and procedures.

    Minimum Education & Experience
    • Bachelor's degree preferred; OR
    • High School diploma with at least 5 years of experience in a Service Desk environment
    • Advanced skills in Microsoft Outlook, Word, PowerPoint, Excel, Project and Visio.
    • Excellent oral and written communication.
    • Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation

    Posting ID: 552620300Posted: 2020-05-27