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Service Desk ManagerThis is a full-time position responsible for managingthe incident and request processes including queue management, problem management,ticket lifecycle management, root cause analysis, and trending/knowledge management. Supervises daily Service Desk operations and tasks, supports the continual development of theService Desk function and assists with issue troubleshooting and escalation. This role is always staffed onsite during Service Desk operating hours. This position is responsible for the interaction and engagement with the federal lead and COR (when necessary).Responsibilities include, but are not limited to: Promoting a service-oriented culture within the Service Desk; Managing Service Desk personnel in the performance of daily responsibilities; Maintaining the SOPs used within the Service Desk; Managing Service Desk ticket workflow; Coordinating changes with incident and problem management processes; Defining and implementing new or improved operating practices; Providing resource capacity management to ensure the sufficient personnel are availableto meet defined service levels; Addressing areas where Service Desk service level targets have not been met; Responding to instances of customer dissatisfaction and making appropriaterecommendations for improvement; Delivering management level reporting; Managing the Service Desk incident process, including queue management, problemmanagement, ticket life cycle management, ticket closure, root cause, trending, knowledgemanagement; Ensuring efficient flow of tickets through Service Desk Tier 1 and Tier 2; Producing management information, including Key Performance Indicators (KPIs) andreports, and performing trend analysis; Tracking incidents escalated by the service desk to other queue owners and monitoring forclosure / coordinate activities between multiple support groups to ensure Service Deskincidents are resolved. Customer Support Lead this is a full-time position that will be responsible for managingthe day-to-day operation and direct supervision of all Service Desk Tier 2 Deskside andCustomer Support personnel.Qualifications:1. Demonstrated experience managing Service Desk operations and supervising personnel inan environment similar in size and scope2. Minimum five (5) years experience with managing enterprise service desks;3. Significant experience trouble shooting and resolving Service Desk issues4. Significant experience troubleshooting and resolving Service Desk issues5. Demonstrated excellence in performing Incident and Problem Management6. Demonstrated experience developing and utilizing ACD reports to provide metricsreporting in support of Continuous Service Improvement of Service Desk operations andsupport;7. Demonstrated ability for oral and written communication with the highest levels ofmanagement;8. Working knowledge of ServiceNow software or similar software, including the ability tocreate ad hoc reports, manage work/ticket queues, and workflow automation;9. ITIL Foundation certification V4; and10. HDI Support Center Manager certification.