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Service Desk Operations Manager

Washington DC, Washington DC
Job Title: Service Desk Operations Manager
Job Location:  Washington, DC
Salary: Competitive, Depends on Qualifications
Clearance: N/A
Travel: Possible travel is anticipated
People, Technology and Processes, LLC is seeking a Service Desk Operations Manager to provide specialized services required for current and future support and operational needs of the Department of Labor’s (DOL) IT users, enterprise services, and IT systems for the department-wide Enterprise Service Desk (ESD)


Responsibilities include, but are not limited to:
  • The Service Desk Operations Manager (SDOM) is arguably one of the most critical and challenging roles and requires a high degree of skills and experience. The following are some of the duties expected from the position.
  • General management experience: The SDOM will manage people, budgets, schedules, and business relationships. Due to the high-stress nature of the position, management maturity is essential.
  • Ability to work well with people: Managing escalations and critical incidents creates an environment of great tension, which can impact the interpersonal dynamics between agents, technicians, and service desk customers. The SDOM must be able to help staff to work through high-stress situations in a professional manner.
  • Applying conflict-management skills: Service desk tickets are often escalated when the user is frustrated with the response, he or she is receiving from the agent assigned to the issue. The SDOM uses conflict-resolution skills to address user frustration and diffuse tense situations.
  • Prioritizing the work of others: Business rules and automation are typically used to prioritize incidents and service requests; however, the SDOM is responsible for balancing workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.
  • Assessing the impact of a situation: Responsible for assessing potentially critical incidents and making triage decisions about business impact, urgency, and criticality. Impact-assessment skills and experience are essential.
  • Managing multiple priorities: During a shift, the SDOM will be managing a wide variety of activities that compete for his or her time and attention. It is imperative the SDOM is able both to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed.
  • Working in a high-stress environment: The ESD is a high-pace, high-stress environment. The SDOM must be able to manage effectively his or her stress and coach staff on stress management techniques.
  • Communicating with DOL leadership and stakeholders: The SDOM is the face of service desk operations to management and stakeholders. Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions and develop healthy business relationships.
  • Data-driven decision-making: Data is the lifeblood of the ESD. The SDOM must be versed in operational data analysis and skilled in using data to make informed decisions
Minimum Required Experience:
  • 10+ years’ experience within the Information Technology field.
  • 5+ years of successful and consecutive commensurate experience managing a 24/7/365 customer support center or service desk with 50+ staff members and supporting 15,000+ end users.
  • Proficient in Microsoft Office Suite products.
  • Proficient with enterprise ITSM tools (ServiceNow is preferred); and
  • Strong understanding and practical experience of ITIL best practices, service desk metrics, service desk benchmarks, service catalog, reporting and dashboards, ticket management and root cause analysis.

Minimum Required Education and Certifications:
  • ITIL 4 Managing Professional or ITIL 4 Strategic Leader; In lieu of ITIL 4, ITIL v3 Expert Certification – IT Service Management, must upgrade to ITIL 4
  • Managing Professional within 2 months of contract award.
  • Help Desk Institute (HDI) Support Center Manager. In lieu of it, at least three (3) Help Desk Institute (HDI) Certifications
    • Support Center Director
    • Problem Management Professional
    • Service Management Optimization (certificate of completion)
    • KCS Foundation
    • Workforce Management Principles (certificate of completion)
    • Succeeding with Metrics (certificate of completion)
or other HDI certification);
  • At least two (2) industry related certifications such as CompTIA A+, Network+, Security+, etc.; Microsoft Office Specialist, Windows 10 Operating System, etc.; Kanban Management Professional; Microsoft 365 Certified: Modern Desktop Administrator Associate.

About the company:
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Guiding Principles
  • Satisfy the customer - "Exceed expectations"
  • Set the Example - "Be out front"
  • Be Responsive - "Timing is everything"
  • Persevere - "Find a way"
PTP offers a comprehensive benefits program:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental benefits (Short Term Disability, Cancer & Accident).
  • Employer-sponsored Basic Life & AD&D Insurance
  • Employer-sponsored Long-Term Disability
  • Employer-sponsored Value Adds – FreshBenies
  • 401(k) with matching
 Holidays and Annual Leave
  • 10 Paid Holidays
  • 120 hours PTO accrual per year

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