End User Support Manager

End User Support Manager

RAZOR is seeking an experienced End User Support Manager to manage operations for a 6am – midnight (M-Sun) service desk and 7am to 5pm (M-F) end user support team to support a Department of Homeland Security customer. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 20,000+ user community. The desk-side support team will handle end user onboarding, device troubleshooting and on-site customer issues. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, enterprise environment and a track record of meeting or exceeding contractual service level agreements.

Our ideal candidate should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are looking for someone with previous service desk experience, data centric, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, and results driven. If you are a true servant leader with experience making informed decisions aligned with corporate values and objectives, we want to hear from you.

This position is hybrid, with 3 days a week required onsite at the National Harbor, MD. Responsibilities:

• Responsible for supervising, motivating, developing and directing a team of 19 service desk staff and 4 deskside technicians
• Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs
• Ensure that communications to key stakeholders are provided in a concise and timely manner
• Manage the processing of incoming contacts to the Service Desk via telephone, portal, e-mail, and chat, to ensure courteous, timely, and effective resolution of customer issues
• Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation
• Track and analyze trends in Service Desk requests and generate statistical reports. Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.
• Oversee the development, implementation, and administration of service desk staff training procedures and policies
• Provide thorough triaging of tickets by liaising with other IT teams
• Assist other IT teams with projects
• Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
• Provide written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide recommendation to the Government on issues/problems identified and reported in trend analysis
• Attend morning operations meeting if need to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Act as escalation points for the Service Desk operations

Qualifications: Required:

• Client EOD Eligible
• Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, Video Conferencing fundamentals and printing
• Hands on experience with incident and problem management in ServiceNow
• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
• Experience using an ITSM tool and Automatic Call Distribution (ACD) systems to drive service delivery and performance
• Proven leadership skills with the ability to coach team members
• Able to effectively influence and develop strong relationships with key stakeholders
• Effective communicator across a range of business levels

Education & Experience:

• BA/BS and 10 years of relevant experience (BA can be replaced with 6 additional years of experience or and AA + 4 years)
• ITIL Certification