Service Desk Tower Lead
Location: Arlington, VA
On-Site – Federal Client
Public Trust Clearance Required
6 Month Contract to Hire
Hourly Rate: $55/hr. Range W2. Benefits available
ALTA IT Services has a 6-month contract to hire opening for a Service Desk Tower Lead to lead an IT support team, onsite at a federal client site. The IT Service Desk Tower Lead will oversee the day-to-day operations of the service desk, ensure the timely resolution of technical issues, and provide exceptional customer service to our internal stakeholders. They will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of the organization. Duties and Responsibilities:
- Own overall responsibility for the ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.
- Manage all Service Desk supervisors, trainers, quality manager, and workflow.
- Ensure Queue management practices are followed and enhanced
- Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incidents and Requests
- Liaise with the Customer Service Delivery Technical Monitors.
- Manage the development and issuance of Service Desk operational reports.
- Represent the Service Desk team in a customer-facing role.
- Liaise with the Contractor-designated Change lead.
- Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.
- Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes.
- Serve as a further escalation point for Service Desk supervisors.
- ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
- At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
- Familiarity with Avaya or Genesys Contact Centers is a plus
- Min Citizenship Status Required: US Citizenship Required
#LI-MM1
#DI-MM1 Ref: #855-IT Baltimore
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