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Service Desk Manager

Expired Job

General Dynamics Information Technology Washington , DC 20319

Posted 4 months ago

The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure.

Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently; we are seeking a Service Desk Manager in Washington, D.C. The selected candidate must be able to obtain a Public Trust Suitability clearance, per contract requirements.

Since 1934 the SEC has been restoring and ensuring investor confidence in our capital markets by providing investors and the markets with more reliable information and clear rules of honest dealing. Are you ready to do your part and support all Americans in this mission? To qualify, you must meet these basic qualifications:

Responsibilities

  • Responsible for monitoring and development of team to achieve and exceed center

objectives.

  • Develop, motivate, evaluate and coach staff on work procedures, proper call handling

and teamwork delivering excellent customer service.

  • Prepare reports and provide daily updates surrounding team production to

management and respective team.

  • Serve as point of contact/escalation for the customer.

  • Communicate customer risk and concerns to team leaders and upper management

  • Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence and quotas.

  • Track data, analyze performance, production data, and evaluate improvement opportunities.

  • Create SOP and documentation for the customer as requested.

  • Must strive for 100% SLA compliance

  • Coordinate meetings, training sessions and coaching to improve performance.

  • Interview for staff vacancies.

  • Experience using IT Service Management software ServiceNow

  • Utilize available incentive programs to reward recognize and celebrate team and individual successes.

  • Experience managing geographically dispersed staff.

  • Administer staff attendance records and time recording/approval

  • Motivate and encourage staff through positive communication and feedback.

  • Experience with building schedules to support the SLA's

  • Manage by walking around area and be visible to answer questions.

  • Ability to drive Continuous Improvement for First Call Resolution (FCR)

  • Participate in the interview process, training and development of newly hired staff.

  • Assist the manager with long-term management

  • Develop and drive improvement initiatives

Requirements:

  • Must have 8 years of experience supervising daily activities of a 24x7 contact center, evaluating, coaching staff, including knowledge of workforce management, monitoring performance, and interfacing with government personnel.

  • Must have an attention to detail and able to provide timely reports and write executive summaries. Also must be able to apply analytical skills in or to explain the reports and the direction.

  • Must have the ability of foresight on where the call center must be in order to maintain productivity and be able to motivate team members to perform at a high level.

  • Must have at least ITILv3 Foundations

  • Good to have an HDI

  • Possess strong written and verbal skills

  • Strong work ethic

  • Proficiency in the following applications is required, as is the ability to learn other/new applications quickly and completely: MS Word, MS Excel, and MS Power Point.

  • Ability to develop and implement creative solutions for call center business/problems

  • Ability to multitask

  • Effective at dealing with change and facilitating change

  • Ability to perform performance reviews and coaching

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Post date: August 28, 2018

Location

  • Thoroughfare (i.e. Street address):

Washington , DC

United States

Location

  • Thoroughfare (i.e. Street address):

Service Desk Manager

CSRA

August 28, 2018

The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure.

Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently; we are seeking a Service Desk Manager in Washington, D.C. The selected candidate must be able to obtain a Public Trust Suitability clearance, per contract requirements.

Since 1934 the SEC has been restoring and ensuring investor confidence in our capital markets by providing investors and the markets with more reliable information and clear rules of honest dealing. Are you ready to do your part and support all Americans in this mission? To qualify, you must meet these basic qualifications:

Responsibilities

  • Responsible for monitoring and development of team to achieve and exceed center

objectives.

  • Develop, motivate, evaluate and coach staff on work procedures, proper call handling

and teamwork delivering excellent customer service.

  • Prepare reports and provide daily updates surrounding team production to

management and respective team.

  • Serve as point of contact/escalation for the customer.

  • Communicate customer risk and concerns to team leaders and upper management

  • Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence and quotas.

  • Track data, analyze performance, production data, and evaluate improvement opportunities.

  • Create SOP and documentation for the customer as requested.

  • Must strive for 100% SLA compliance

  • Coordinate meetings, training sessions and coaching to improve performance.

  • Interview for staff vacancies.

  • Experience using IT Service Management software ServiceNow

  • Utilize available incentive programs to reward recognize and celebrate team and individual successes.

  • Experience managing geographically dispersed staff.

  • Administer staff attendance records and time recording/approval

  • Motivate and encourage staff through positive communication and feedback.

  • Experience with building schedules to support the SLA's

  • Manage by walking around area and be visible to answer questions.

  • Ability to drive Continuous Improvement for First Call Resolution (FCR)

  • Participate in the interview process, training and development of newly hired staff.

  • Assist the manager with long-term management

  • Develop and drive improvement initiatives

Requirements:

  • Must have 8 years of experience supervising daily activities of a 24x7 contact center, evaluating, coaching staff, including knowledge of workforce management, monitoring performance, and interfacing with government personnel.

  • Must have an attention to detail and able to provide timely reports and write executive summaries. Also must be able to apply analytical skills in or to explain the reports and the direction.

  • Must have the ability of foresight on where the call center must be in order to maintain productivity and be able to motivate team members to perform at a high level.

  • Must have at least ITILv3 Foundations

  • Good to have an HDI

  • Possess strong written and verbal skills

  • Strong work ethic

  • Proficiency in the following applications is required, as is the ability to learn other/new applications quickly and completely: MS Word, MS Excel, and MS Power Point.

  • Ability to develop and implement creative solutions for call center business/problems

  • Ability to multitask

  • Effective at dealing with change and facilitating change

  • Ability to perform performance reviews and coaching

Washington , DC

United States


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Service Desk Manager

Expired Job

General Dynamics Information Technology