Service Desk Manager/Quality Assurance

Job description

**Job Description** The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs). The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow. Responsibilities include ensuring timely and accurate troubleshooting across hardware, software, email, printer, directory, and desktop application issues, as well as managing staffing, training, reporting, and the consistent achievement of service quality and SLA targets. ### Key Tasks & Responsibilities - **Service Desk Operations Management** - Oversee day-to-day performance and operations of the Service Desk, ensuring timely and courteous support for all incoming requests. - Ensure efficient triage, accurate issue identification, and appropriate escalation for complex technical problems. - Manage Service Desk deliverables, including reports, metrics, training documents, and knowledge base updates. - Maintain and continuously improve the internal Knowledge Base in accordance with the customer’s ITSM Knowledge Management process. - Ensure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows and resolution steps. - Manage Service Desk queues, workflows, and categorizations to maintain data integrity and operational efficiency. - Coordinate closely with other technical teams and departments for escalated or cross-functional issues. - Reviews, tests, and analyzes key performance metrics to ensure SLA compliance. - Interacts with Government stakeholders and customers. - **Staffing, Talent Management & Leadership** - Maintain adequate staffing levels to meet workload volumes and contractual service levels. - Lead recruitment, onboarding, shift coverage planning, and performance management. - Develop and deliver training programs, performance improvement plans, and skill development initiatives. - Provide coaching, mentorship, and daily leadership to Service Desk personnel. - **Performance Measurement & SLA Management** - Monitor and analyze Service Desk performance metrics to ensure alignment with contract requirements. - Report regularly on SLAs, KPIs, trends, ticket volumes, and user satisfaction metrics. - Identify operational issues and implement process improvements to enhance efficiency and customer experience. - **Quality Assurance (QA) Oversight** - Develop, maintain, and implement a Quality Control Plan aligned with ISO/IEC 20000 quality principles. - Monitor service quality using audits, performance monitoring tools, customer surveys, and sampling of resolved tickets. - Lead and participate in internal and external quality audits as required. - Develop corrective action plans to address deficiencies and ensure continuous improvement. - Maintain a comprehensive Procedures Manual documenting all Service Desk processes. **Technical Expertise & Support** - Maintain strong working knowledge of desktop/laptop hardware, Windows 10, OSX, standard office applications, and common peripherals. - Provide advanced problem solving and conduct root cause analysis for recurring or high-impact issues. - Ensure Service Desk personnel have adequate access to supported technologies and resources. ### Education & Experience - **Minimum Qualifications** - Bachelor’s degree in a related field. - At least five (5) years of experience managing an IT Service Desk. - Minimum eight (8) years of experience in IT operations with hands-on experience in systems, networks, and/or telecommunications management operations. - Demonstrated leadership abilities managing multi-shift or multi-tier support teams. - Experience developing training programs and performance improvement plans. - Strong knowledge of desktop/laptop hardware, Windows 10, OSX, and common productivity applications. - Experience using a ticketing system such as ServiceNow. - Strong written and verbal communication skills. - Excellent problem-solving and research skills. - CompTIA A+ certification. - ITIL v4 Foundations certification. - **Preferred Qualifications** - Relevant commercial certifications (HDI, CompTIA Network+, Microsoft, etc.). - Experience in federal customer environments. - Experience managing multi-tier Service Desk or Operations Centers. - Experience with ISO/IEC 20000, ITIL practices, or CMMI Service Maturity. ### Certifications - CompTIA A+ certification required. - ITIL v4 Foundations certification required. ### Security Clearance - Ability to obtain Public Trust clearance. ### Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) - Onsite at customer location