About the job
This job is about providing operational leadership for Service Desk services that support a Federal Government client. Ensuring high-quality IT support in line with contractual SLAs, government standards, and customer expectations is crucial for success. The team thrives on collaboration, accountability, and a commitment to continuous improvement, making it a dynamic and rewarding environment to work in.
You'll be responsible for
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Managing Service Desk operations
Overseeing daily Service Desk activities, including staffing, ticket queues, and escalations to ensure smooth operations.📈
Driving performance and service management
Monitoring Service Desk metrics and ensuring the team meets or exceeds SLA, KPI, and customer satisfaction targets.🤝
Engaging with stakeholders and clients
Building strong working relationships with government stakeholders and participating in service reviews and operational meetings.Key criteria
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Bachelor’s degree or equivalent experience
Possession of a BA/BS or relevant experience is essential.View
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IT Service Desk experience
Experience in IT support with strong communication skills is crucial.View
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Team leadership experience
Experience leading or supervising teams enhances operational success.View
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