Job Details

ID #4023907
Estado Distrito de Columbia
Ciudad Washington
Full-time
Salario USD TBD TBD
Fuente CDW
Showed 2020-05-28
Fecha 2020-05-29
Fecha tope 2020-07-28
Categoría Etcétera
Crear un currículum vítae

Enterprise Service Desk Manager - Federal - VTC

Distrito de Columbia, Washington 00000 Washington USA

Vacancy caducado!

CDW’s Managed Service Organization manages IT Infrastructure and services for our customers.The Enterprise Incident Management (EIM) role in Managed Services is designed to interface with service desk agents, field system administrators, and technical and executive stakeholders. They will provide leadership and accountability during critical, business-impacting outages and incidents within our customers’ IT environment. The EIM is responsible for providing high-level, timely and technical communication to key stakeholders, allowing the team to remain focused and on task, and maintaining ticket documentation and response timelines with the goal of driving rapid resolution of the issue.Key Areas of Responsibility

Drive resolution of operating issues and major internal and customer incidents and outages, includingservice-level degradation and breach of customer Service Level Agreements (SLAs), in timelymanner

Manages all recovery efforts and owns customer satisfactionoutcomes

Prepares and owns incident notifications to CDW internal and customer stakeholders, including incident summaries androot causeanalyses

Works with Incident Management, Field support, and Customer Success teams using ITIL standards to maintain adherence to the Incident Management Process

Directs and coordinates cross-functional teams and debriefs senior management following predefined policies, procedures, status updates and Post Incident Reviews

Ensures standardized methods and procedures are followed for response, analysis, documentation, ongoing management and reporting of incidents

Documents known errors and lessons learned for more efficient resolution of future incidents

Drives the efficiency and effectiveness of the Incident Management Process, providing feedback for continuous improvement

Works jointly with Quality team to execute the Post Incident Review process, and assists in driving resolution of action items resulting from said review

QualificationsEducation and/or Experience Qualifications

Associates or higher degree from recognized college or university in Computer Science, Information Systems, Engineering, or a related field or equivalent experience

Two (2) years of relevant incident or crisis management experience with demonstrated record of success and increasing responsibility

Required Qualifications

ACTIVE SECURITY CLEARANCE

Exceptional communication skills, both written and verbal

Exceptional leadership ability - must be able to effectively manage a critical incident response team in a high-paced, high-pressure outage scenario

Experience working with ITIL best practices for Incident, Problem, Change, Document and Service Management

Ability to work in a virtual team environment across time zones

Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.

Preferred Qualifications

Four (4) years relevant incident or crisis managementexperience

ITIL v3 Foundation Certificate in IT ServiceManagement

Experience with ServiceNow ITSMsystem

Bachelor's Degree in Computer Science, Information Systems, Engineering or related field or equivalent experiencein Industry

Enterprise Service Desk Manager - Federal - VTC

Washington, DC

20001259CDW is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at [email protected].

Vacancy caducado!

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