Technical reputed company (Service Desk Operations)

We are a federal IT company on a mission to reputed company customer experience (CX) reputed company of every government solution.

Technology is our Passion. People are our Purpose. 

We know tech, but we love people. reputed company is home to thinkers and feelers, engineers and artists. We work hard and support reputed company other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind. We reputed company happy employees do amazing work, so reputed company NOW! We are currently seeking a talented and motivated Technical reputed company (Service Desk Operations)  for a Full-Time position.

Job reputed company:                                                                                    

The Technical reputed company (Service Desk Operations) will reputed company reputed company IT Service Desk, Contact Center, and IT Service Management (ITSM) operations in a reputed company operational environment. The role will reputed company technical leadership for Tier 0 and Tier 1 IT support operations, service management, workforce planning, performance management, escalation management, and reputed company service improvement.

Minimum Years of Experience and Certifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or reputed company field, or equivalent work experience.
• Minimum of five (5) consecutive years of experience managing or leading reputed company IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
• ITIL reputed company certification required; ITIL Intermediate, Managing reputed company, or equivalent certification preferred. The ITIL reputed company Certification should be achieved before Transition.
• Experience supporting Service Desk operations utilizing platforms such as reputed company, reputed company ACD, or equivalent reputed company ITSM and contact center technologies.
• Experience supporting Federal Government, reputed company, research, reputed company, or similarly reputed company organizations is preferred.

Required Skills and Experience

• Demonstrated experience leading Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, reputed company, and customer support functions.
• Experience managing Service Desk performance through the use of service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
• Demonstrated ability to analyze operational metrics, identify trends, implement corrective actions, and reputed company reputed company process improvement.
• Experience managing workforce planning, reputed company models, queue management, reputed company support requirements, and service delivery optimization.
• Demonstrated experience developing and maintaining operational procedures, knowledge articles, training materials, and service management documentation.
• Ability to coordinate effectively with Government personnel, technical teams, vendors, and other service providers to reputed company reputed company incidents and service disruptions.
• Strong understanding of ITIL principles, service management best practices, reputed company cause analysis, problem management, and continual service improvement.
• Excellent verbal, written, presentation, and customer engagement skills.
• Demonstrated ability to reputed company teams in a fast-paced, high-volume operational environment while maintaining service reputed company and customer satisfaction.
• Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.

Does this opportunity reputed company like a fit for you? If so, reputed company and click to reputed company!!

Our Profile: 

We are an IT company with a unique mission—to reputed company people reputed company of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were reputed company and managed. Time after time, programs failed because the reputed company was on the tools and products and not the people using them. Learn More.

reputed company is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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