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Service Desk Tower Lead

  • ... Posted on: Feb 04, 2025
  • ... Largeton Inc
  • ... Fairfax Drive, Virginia
  • ... Salary: Not Available
  • ... Contract To Hire

Service Desk Tower Lead   

Job Title :

Service Desk Tower Lead

Job Type :

Contract To Hire

Job Location :

Fairfax Drive Virginia United States

Remote :

No

Jobcon Logo Job Description :

Title- Service Desk Tower Lead

Client- FDIC

Location- Onsite- Fairfax Drive, Arlington, VA

Duration- 6+ Months C2H

Please use the skills matrix below:

Overall professional experience

Managing a Service Desk

Service Desk Services

Managing contractor personnel performance

Avaya contact centers

Genesys contact centers

Is your candidate a US Citizen?

Does your candidate have an active public trust?

Has your candidate ever held any type of federal government clearance? If so, which one(s)?

Where does your candidate currently live?

Responsibilities:

This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Responsibilities

  • Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
  • Manage all Service Desk supervisors, trainers, quality manager and workflow;
  • Ensure Queue management practices are followed and enhanced
  • Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
  • Liaise with the customer Service Delivery Technical Monitors;
  • Manage the development and issuance of Service Desk operational reports;
  • Represent the Service Desk team in a customer-facing role;
  • Liaise with the Contractor designated Change lead;
  • Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
  • Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
  • Serve as a further escalation point for Service Desk supervisors;
  • ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
  • At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
  • Familiarity with Avaya or Genesys Contact Centers a plus

Thanks & Regards

Kiran Bhatt|Technical Recruiter

Email:kiran.bhatt@largeton.us |

LARGETON INC | 13800 Coppermine Rd, Herndon, VA 20171

Jobcon Logo Position Details

Posted:

Feb 04, 2025

Employment:

Contract To Hire

Salary:

Not Available

Snaprecruit ID:

SD-CIE-4bc378e034cb3646e5618dc124abd9641d4e4da1f996dac213a45720541fd589

City:

Fairfax Drive

Job Origin:

CIEPAL_ORGANIC_FEED

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Title- Service Desk Tower Lead

Client- FDIC

Location- Onsite- Fairfax Drive, Arlington, VA

Duration- 6+ Months C2H

Please use the skills matrix below:

Overall professional experience

Managing a Service Desk

Service Desk Services

Managing contractor personnel performance

Avaya contact centers

Genesys contact centers

Is your candidate a US Citizen?

Does your candidate have an active public trust?

Has your candidate ever held any type of federal government clearance? If so, which one(s)?

Where does your candidate currently live?

Responsibilities:

This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Responsibilities

  • Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
  • Manage all Service Desk supervisors, trainers, quality manager and workflow;
  • Ensure Queue management practices are followed and enhanced
  • Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
  • Liaise with the customer Service Delivery Technical Monitors;
  • Manage the development and issuance of Service Desk operational reports;
  • Represent the Service Desk team in a customer-facing role;
  • Liaise with the Contractor designated Change lead;
  • Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
  • Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
  • Serve as a further escalation point for Service Desk supervisors;
  • ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
  • At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
  • Familiarity with Avaya or Genesys Contact Centers a plus

Thanks & Regards

Kiran Bhatt|Technical Recruiter

Email:kiran.bhatt@largeton.us |

LARGETON INC | 13800 Coppermine Rd, Herndon, VA 20171

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