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Manager, Service Desk in Reston, VA at Beacon Health Options

Date Posted: 1/11/2019

Job Snapshot

Job Description

About The Position:

The primary objective of the Manager, Service Desk is to ensure that end users are receiving exceptional support. This position serves as the operational leader of the Beacon Service Desk staff. The Manager will be ultimately responsibility for the day-to-day operation, oversight, scheduling, performance, and compliance of the Service Desk.

Position Responsibilities:

  • Provide technical expertise and problem solving skills to support the Beacon Service Desk.
  • Manage the day to day activities of the staff to include but not limited to; scheduling, hiring and or termination of staff, personnel issue and conflict resolution, coaching and mentoring, and development and oversight of team goals and metrics. 
  • Perform quality control check on the Service Desk workflow (i.e., reports, tickets, calls, customer service).
  • Conduct trend analysis on reported Incidents to seek out root cause analysis and provide additional troubleshooting/resolution guidelines to the Service Desk.
  • Continuous in depth work with other Beacon Support Groups to support knowledge transfer to the Service Desk with the goal to increase First Call Resolution.
  • Monitor Beacon Service Desk staff to ensure professionalism, accuracy and use of information. Ensure that job tracking and call distribution systems are effectively utilized to record, monitor and distribute requests from clients. Ensure the quality of the assistance provided by the Service Desk on information technology issues, administration systems, desktop and network support and problems. This is to ensure that a timely, effective and high quality service is maintained, through call monitoring and random spot checks.
  • Ensure continuous improvement practices are developed, implemented and documented in the Operations area. The Manager will be responsible for improving and adjusting the services provided and will make recommendations on appropriate supporting technologies
  • The Manager will be responsible for the development of productivity tracking tools and reports that demonstrate services levels are being achieved; will set productivity standards and goals; monitor daily/weekly/monthly progress and report to the Director, IT Operations Management and Reporting on results.
  • Maintain and apply a thorough knowledge of all hardware, software, proprietary applications, issue tracking system, policies, procedures, etc. in use within IT to provide end-user support resolve escalated issues and fill in for Service Desk staff. Develop and administer training to all other Service Desk staff.
  • Further develop process and procedures within the Service Desk to include updating and maintaining documentation associated with processes and procedures.

Position Requirements:

  • Education: Bachelor's degree required, preferably in an IT/Computer related capacity. Three or more years supervisory/managerial help desk experience may substitute for the educational requirement.
  • Licenses: The following are preferred and candidates holding an ITIL and/or HDI certification are highly desired   
    • ITIL v3 Foundation or higher
    • HDI Helpdesk Manager
    • Comp TIA A+ or Network+
    • MCSE
    • MCDST

Relevant Work Experience: Must have 5 years' of experience in help desk IT support. At least one year Lead/Supervisory experience required in an IT Support role.

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled