IT Service Desk Manager
NCB Financial Group - Crystal City, VA

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Collaborate with other departments to understand current business unit challenges and recommend solutions
  • Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Develop and enforce request handling and escalation policies and procedures
  • Track and analyze trends in Service Desk requests and generate statistical reports
  • Assess need for any system reconfigurations (minor or significant) based on incident and problem analysis and make recommendations
  • Develop user guides and training materials to increase computer literacy and self-sufficiency
  • Oversee development and communication of help sheets, usage guides and FAQs for end users
  • Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
  • Oversee the development, implementation and administration of service desk staff training procedures and policies
  • Train, coach and mentor Service Desk Technicians and other junior staff
  • Manage the overall Service Desk activities and staff
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
  • Participate in and contribute to change advisory meetings
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Develop policies and procedures that outline how problems are identified, documented, assigned and resolved
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary
  • Conduct research on emerging products, services, standards to recommend improvements or enhancements
  • Minimum Qualifications:
    • Bachelor's Degree in Computer Science/Information Technology is preferred
    • ITIL Certification(s) preferred
    • Strong technical knowledge of Microsoft desktop/server operating systems and applications, including Windows XP and Windows 7 Professional, Windows Server 2003/2008, Microsoft Office (Word, Excel, PowerPoint, and Visio)
    • Extensive knowledge of computer hardware, including HP workstations/laptops, printers, scanners, and other peripheral devices
    • Working knowledge of a range of desktop utilities, including Dameware MRC, Acronis, Symantec Ghost, Familiarity with the principles of ITIL service management – incident/problem management, changes management
    • Proven track record of developing and providing SLAs and Service Desk deliverables
    • Demonstrated progressive experience in the management of a technical support team
    • Proven analytical and problem-solving abilities
    • Ability to effectively prioritize and execute tasks in a high-pressure environment
    • Good written, oral, and interpersonal communication skills
    • Ability to conduct research into end-user issues and products as required
    • Must have good people skills and the ability to interact and communicate effectively across all levels of the organization
    • Must have proven management skills with the ability to mentor staff members
    • Must build/maintain and manage a strong service desk team that is capable of supporting the Bank's dynamic and fast-paced environment
    • Must be a champion for pushing IT standards, procedures, policies, and best practices to the service desk team
    • Must be willing to travel to remote offices to understand current business unit and IT challenges in order to recommend solutions
    • Must be very proactive in understanding and staying up-to-date on the current projects in progress, projects in pipeline and operational issues. Similarly, must stay up-to-date with industry technology trends and applicability of software/hardware solutions.
    To apply for this position, please submit your resume to .

    NCB Financial Group - 2 years ago - save job