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Job Description
Service Desk Operations Manager (TS/SCI) (Quantico, VA)
Functional Responsibility:
- Coordinate problem resolution procedures with TRU IT support and ET personnel.
- Generate call scripts and problem resolution documentation.
- Create, maintain, and consolidate new and existing documentation into an IT solutions database.
- Produce monthly metrics s based on help desk tickets.
- Producing Ad-Hoc s as directed by TRU.
- Monitors any unplanned interruption to an IT service or a reduction in the quality of the IT service.
- Produces daily problem s for TRU management.
- Undertakes proactive steps to advise customers of major outages.
- Gathers information related to all Critical Incidents and distributes all Critical Incident notifications to designated management and key personnel based on the critical incident.
- Works with all solver groups involved with each critical incident to coordinate the information communicated.
- Monitors ticket queues for trends/patterns that may warrant Master Ticket & critical notification.
- Gathers information, creates, and distributes outage and/or problem s to management.
- Manages all Ad-Hoc messages posted to the EOC phone numbers regarding major issues.
- Coordinate all Service Desk staff schedules to ensure proper coverage.
- Coordinate and assess training requirements for new Service Desk support staff.
Position Qualifications/Experience:
- Five (5) years of experience working in a Tier 2 help desk environment.
- Three (3) years of proven experience as a Help Desk Manager supporting desktop, server, Wide Area Network, and Local Area Network equipment.
- Experience managing a 24x7x365 service desk.
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