Service Desk Manager

Overview

Base pay range: $50.00/hr - $55.00/hr

Job Number: 25-05288

Location:

Arlington, VA

ECLARO is seeking a Service Desk Manager for our client in Arlington, VA. ECLARO’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals.

• Manage day-to-day operation and direct supervision of all Tier I / Tier II service desk personnel.
• Ensure SLAs and performance criteria are met.
• Support continual development of the service desk function, promote a service-oriented culture, and maintain service desk SOPs.
• Coordinate interactions with other teams and manage Service Now queues.
• Create daily and weekly reports.
• Monitor incidents and requests, and analyze possible causes for increases or deviations.
• Develop recommendations for process improvements.
• Facilitate incident escalations within the team and follow-ups as needed.
• Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels.
• Ensure service operations in a 24x7 operational environment.
• Promote a service-oriented culture within the Service Desk and manage personnel in daily responsibilities.
• Maintain the SOPs used within the Service Desk.
• Coordinate changes with incident and problem management processes.
• Define and implement new or improved operating practices.
• Respond to customer dissatisfaction and recommend improvements.
• Work directly with customers for incident or problem escalation when necessary.
• Serve as liaison for issues requiring customer or vendor support.

• Associate's Degree in Information Systems, Computer Science, or related field, or equivalent experience.
• Minimum 5 years of experience managing enterprise Service Desks operations and supervising personnel with performance-based SLAs.
• Thorough knowledge of end-user technologies (laptops Windows, printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, O365).
• Comprehensive knowledge of Service Now or similar ITSM software, including ad hoc reporting, queue management, and workflow automation.
• Experience developing and utilizing ACD reports to provide metrics for Service Desk operations.
• Strong interpersonal and time management skills; ability to adapt and prioritize in a dynamic environment.
• Effective verbal and written communication with various levels of staff.
• High attention to detail and accuracy.
• Experience supporting high-priority and VIP tickets.
• Positive and patient customer service attitude.
• Experience in healthcare field, Epic, hardware experience.
• Ability to lead, inspire, and mentor a multi-disciplined team.

Pay Rate: $50 - $55 / Hour

If hired, you will enjoy the following ECLARO Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

Greg Papalexis

Linked In | Greg Papalexis

ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.