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The IT Service Manager oversees service and business level agreements, manages the Help Desk's service operation management system, and supervises the IT Help Desk.. The incumbent in this job class is responsible for achieving the City's IT customer service levels as defined by ITS service operation standards and the Help Desk's Key Performance Indicators (KPI's) and for providing overall leadership and oversight to the IT Help Desk staff.. Oversees, recommends and approves IT training for assigned staff;. Manages process for communicating outage/emergency activities to the organization;. Bachelor degree from an accredited college or university in computer science, information technology, systems administration, software engineering, or a related field and five years of work experience in an IT service desk environment or any equivalent combination of experience and training which provides the required knowledge, skills and abilities.

service desk manager

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Randstad Digital, is seeking the following. Apply via Dice today! job summary: The IT Service Manager oversees service and business level agreements, manages the Help Desk's service operation management system, and supervises the IT Help Desk. The incumbent in this job class is responsible for achieving the City's IT customer service levels as defined by ITS service operation standards and the Help Desk's Key Performance Indicators (KPI's) and for providing overall leadership and oversight to the IT Help Desk staff. Contacts are with departmental coworkers and staff in addition to City employees who receive help desk services. This position reports to and receives general supervision and direction from the Enterprise Project Portfolio Division Chief. The work is reviewed by evaluating the effectiveness of resulting operations and objectives. Illustrative Examples of Work <ul><li>Manages and supervises the staff which includes overall IT customer service to internal and external City staff and departments;</li><li>Develops and maintains service and business level agreements to set expectations and measure performance, and develops an effective, realistic and workable framework for managing and improving customer IT support in the organization;</li><li>Maintains and improves interdepartmental service level agreements in line with Information Technology Infrastructure Library (ITIL) continuous improvement framework;</li><li>Reports key performance metrics as defined by the department's strategic goals and objectives to department leadership and others in ad-hoc, weekly, and monthly briefings;</li><li>Aligns processes and governance with ITIL standards;</li><li>Develops and matures the IT customer service phone/ticket escalation processes to ensure smooth problem escalation and information flow within the organization;</li><li>Oversees, recommends and approves IT training for assigned staff;</li><li>Responsible for setting, managing, and approving working hours for IT assigned staff, to include tele-work and flexible work schedules;</li><li>Advises IT department leadership on situations that may require additional client support or escalation;</li><li>Manages process for communicating outage/emergency activities to the organization;</li><li>Manages vendor relationships;</li><li>Reviews survey feedback to improve services, tools and support experience; and</li><li>Performs other duties as assigned. </li></ul>Essential Knowledge, Skills And Abilities Thorough knowledge of the ITIL service operation framework and principles and practices of service operation, including service level agreements; thorough knowledge of the principles, practices and theories of management analysis and project management, system development, life cycle methodology, including systems analysis and design, office procedures, documentation, and techniques; good knowledge of local area network, operating systems, and related software and hardware configurations, capabilities, and limitations; some knowledge of financial and budgetary principles and theories to adequately evaluate and analyze the consequences of decisions made to implement new initiatives; ability to establish and maintain effective relationships with other City officials and employees; ability to present facts and recommendations effectively in verbal and written form; ability to analyze methods and procedures and to report findings and recommended improvements; ability to plan, organize, and direct team study work and to negotiate effectively with management to accept and implement recommendations; ability to supervise and coordinate the activities of a staff; and the ability to establish and maintain effective working relationships with departmental staff at all levels, other City employees, and state and municipal officials. Minimum And Additional Requirements Bachelor degree from an accredited college or university in computer science, information technology, systems administration, software engineering, or a related field and five years of work experience in an IT service desk environment or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. location: Alexandria, Virginia job type: Contract salary: $48 - 57 per hour work hours: 8am to 5pm education: Bachelors responsibilities: The IT Service Manager oversees service and business level agreements, manages the Help Desk's service operation management system, and supervises the IT Help Desk. The incumbent in this job class is responsible for achieving the City's IT customer service levels as defined by ITS service operation standards and the Help Desk's Key Performance Indicators (KPI's) and for providing overall leadership and oversight to the IT Help Desk staff. Contacts are with departmental coworkers and staff in addition to City employees who receive help desk services. This position reports to and receives general supervision and direction from the Enterprise Project Portfolio Division Chief. The work is reviewed by evaluating the effectiveness of resulting operations and objectives. Illustrative Examples of Work <ul><li>Manages and supervises the staff which includes overall IT customer service to internal and external City staff and departments;</li><li>Develops and maintains service and business level agreements to set expectations and measure performance, and develops an effective, realistic and workable framework for managing and improving customer IT support in the organization;</li><li>Maintains and improves interdepartmental service level agreements in line with Information Technology Infrastructure Library (ITIL) continuous improvement framework;</li><li>Reports key performance metrics as defined by the department's strategic goals and objectives to department leadership and others in ad-hoc, weekly, and monthly briefings;</li><li>Aligns processes and governance with ITIL standards;</li><li>Develops and matures the IT customer service phone/ticket escalation processes to ensure smooth problem escalation and information flow within the organization;</li><li>Oversees, recommends and approves IT training for assigned staff;</li><li>Responsible for setting, managing, and approving working hours for IT assigned staff, to include tele-work and flexible work schedules;</li><li>Advises IT department leadership on situations that may require additional client support or escalation;</li><li>Manages process for communicating outage/emergency activities to the organization;</li><li>Manages vendor relationships;</li><li>Reviews survey feedback to improve services, tools and support experience; and</li><li>Performs other duties as assigned. </li></ul>Minimum And Additional Requirements Bachelor degree from an accredited college or university in computer science, information technology, systems administration, software engineering, or a related field and five years of work experience in an IT service desk environment or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. qualifications: <ul><li>Experience level: Manager</li><li>Minimum 5 years of experience</li><li>Education: Bachelors </li></ul>skills: <ul><li>Helpdesk (5 years of experience is preferred)</li><li>Helpdesk (5 years of experience is preferred) </li></ul>Equal Oppor

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