IT Service Desk Manager; CRM

CALIBRE, an employee-owned Management Consulting and Digital Transformation Company, is looking for a highly motivated Service Desk Manager to join our team supporting a Federal client. The CRM serves as the local primary point of contact for the assigned Customer (7th Signal) on site. Coordinates AESD support provided to the AESD Customer and associated end users.

Essential Functions

• Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts
• Review tickets to ensure consistency in documentation to standards
• Actively participate and lead customer status calls
• Conduct periodic On-Site visits with supported organizations and service desk (when requested)
• Communicate action plans to customer base during outages or impact to service desk operations
• Develop Strategic communications for process changes driven by both the service desk and customer environment
• Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
• Drive client satisfaction on the Service Desk
• Coordinate and test ITSM configuration changes with our platform developers and onboarded customers
• Educate onboarded customers on enhancements and new capabilities as they are deployed
• Partner with other departments such as Knowledge Management and Incident Management to collaborate on improving service desk processes and socialize known issues such as system degradations

Competencies

• Customer Service Management
• Training
• Help Desk Management

Supervisory Responsibility

CRM has oversight of the Help Desk Agents

Work Environment

This is a remote Opportunity

• B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience
• Must have or be able to obtain ITIL V4 Foundations Certification within 60 days of hire
• Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging; experience with Service Now is highly preferred, to include Case Management, Major Issue Management, Visualization & Dashboard creation, and minor familiarity with other Service Now capabilities such as Hardware & Software Management, Field Services Management and Strategic Portfolio Management
• Competency in call center tracking tools
• Basic understanding of Enterprise-level Information Technology tools and practices
• Demonstrated ability to learn customer support processes and techniques
• Excellent analytical and problem solving skills
• Excellent oral and written communication skills, should be able to confidently brief/present updates on weekly meetings with various stakeholders
• Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment
• Must be a U.S. Citizen
• ACTIVE Secret Clearance required