Peraton is looking for a skilled, capable, and driven professional who can bring their passion to our Service Desk Manager position. The Service Desk Manager is a critical role in setting the highest standards for customer service and creating an exciting environment for all Service Desk team members to demonstrate a consistently positive, helpful, and collaborative attitude to address end-user needs in a timely manner.  The ideal candidate should be committed to delivering top-notch customer service.  Through open communication, the Service Desk Manager will seek continuous improvement by using customer feedback and industry best-practices to develop and learn enhanced technical and customer service skills.

Service Desk Manager to lead a team of 13-15 end-user (hardware) and customer service agents providing 24/7 on-site and remote site support for a customer base of about 1800 users.

Day to Day Roles and Responsibilities:

• Manages the team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time-frames.
• Coordinates customer service activities with other internal functions (such as Systems Administrators, Network Engineers, Cybersecurity, Applications Developers and Project Managers/Leaders.)
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• As a point of escalation, assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• Knowledge of customer’s applications, services and/or systems.
• Work closely with customers (end users) and City management to fully understand and document requirements.
• Ensure effective management of all incidents and service requests through telephone, email, and appointment-based services.

Operations are 24/7

Basic Qualifications:

• Must have years 10 years of experience.
• Must have management/leadership experience 
• Experience with Service Desk ticketing system; understanding of workflows; ability to create and use management information reports from the ITSM systems to monitor metrics and address adverse trends.
• Experience with managing the work of others.
• Sound knowledge and experience supporting a broad range of IT applications, platforms, and technologies (MS Windows, O365, Office Suite, remote access, troubleshooting, root cause analysis, etc.).
• Knowledge and understanding of best practice frameworks to provide services in accordance with ITIL, ITSM, ISO 20000.
• Ability to develop effective working relationships and collaborate with colleagues within and beyond IT Services (i.e. Systems Administration, Networking, Cybersecurity, Application Developers, H/W and S/W vendors, IT Liaisons, key stakeholders, VIPs, etc.).
• Ability to coach and mentor a team to create an environment that motivates team members to do their best work, meet or exceed expectations, and bring continuous improvement to the customer.

Preferred Qualifications:

• Proficient in Systems Administration and/or Networking skills.
• Expertise in providing user and application support for Public Safety.
• Possess ITIL4 Foundation Certification (or higher).
• Hands-on experience with ServiceNow.