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Service Desk Manager

Company: NTT DATA Services
Location: Arlington
Posted on: May 3, 2021

Job Description:

Req ID:125856NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Service Desk Manager to join our team in Arlington, Virginia (US-VA), United States (US).Directs the completion of all service desk staff tasks within estimated timeframes and budget constraints. Schedules and assigns duties to subordinates and subcontractors and ensures assignments are completed as directed. Enforces work standards and reviews. Resolves work discrepancies to ensure compliance with contract requirements. Interfaces with the Contractors Program Manager as well as Government management personnel including, but not limited to, the Contracting Officer and the Contracting Officers Technical Representative. Prepares written and oral reports for contractor management and Government representatives. Provides competent leadership and responsible program direction through successful performance of a variety of detailed, diverse project transitioning elements. Promotes and drives constant performance improvement across the Service Desk teamsScrutinizing data for accuracy before it goes to NTT or NSF LeadershipSingle POC for all operational issues to NTT and NSF leadership to include real time/periodic status reporting as events unfoldLeading overall business operations on the account, ensuring SLAs are met by support staff, and scheduling appropriate coverage to ensure adequate support at all required times is available.Required SkillsMinimum 7years experience managing service desk operations of an enterprise programMinimum 7years experience managing call center and supporting staff in a high customer satisfaction environmentMinimum 7years experience working with government employees to define performance measures for a help desk/service deskDesired SkillsHDI Certification/memberITIL certificationExperience with Automated Call Distribution systemsGood oral and written skillsServiceNow reporting/dashboard creationExcel skills at an advanced levelDemonstrated experience providing exceptional customer service in a federal environmentEducationMasters and 7 Years of experience or Bachelors and 10 Years of experienceAbout NTT DATA ServicesNTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

Keywords: NTT DATA Services, Arlington , Service Desk Manager, Other , Arlington, Virginia

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