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Service Desk Manager

Company: 1901 Group
Location: Blacksburg
Posted on: May 3, 2021

Job Description:

DescriptionTitle: Service Desk ManagerLocation: Blacksburg, VA; Abingdon , VAClearance Requirement:Eligibility for a Secret Clearance background investigationInterim Secret clearance required for start (US Citizenship required)Who Are We?1901 Group prides itself on looking ahead of our competitors for the next wave of IT trends. We provide our employees with training and development opportunities, preparing them for upcoming technical challenges. With primary office locations in Blacksburg and Reston, VA, our teams support customers from across the United States. Our innovative IT As-A Service delivery model is supported by industry certifications that ensure quality and efficient IT solutions.We are transforming the delivery of IT services through the use of enterprise managed services that leverage the cloud to securely monitor, manage, and optimize complex IT environments.The history of automation is what inspired the name of our company. 1901 was the year that another disruptive technology changed the world: the assembly line. Leveraging skills and materials in an efficient manner within a repeatable process that quadrupled output applies to IT services today.What You'll Spend Most of Your Time DoingCoaching and developing team membersManage team primarily comprised of non-exempt employees or contingent workforce with well-defined, limited scope including directing daily work activities/priorities, people recruitment and development, and cost management.Manage review activities for company employees. Manage team and individual performance.Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met (e.g. Service Level Agreements (SLA)s or service delivery goals).Advise management and peers on matters of importance to direct area of responsibility. May influence direction-setting in direct area of responsibility.Resolve/monitor routine customer escalations, as appropriate.Maintain existing customer relationships Directs and Controls activities for country or sub-region and small- or medium- sized customer(s)As a Service Desk Manager, you will:The Service Desk Manager shall manage the performance of service desk and desk side services to usersService Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.Monitor and development to achieve optimum performance levelsUse scrum process to effectively communicate with your team and project leadershipEducation and Experience Required:Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience.Typically, 4+ years of relevant experienceDoD 8570 Certification required: A+, Network +, or Security +If not already certified, must be able to obtain within 3 months of hire.Knowledge and Skills:Experience managing to call center metrics (AHT, ACW, Hold Time)Strong customer service skillsCustomer/Vendor Management, escalation management, customer relationship-buildingBusiness Analysis and Business PlanningStrong written and oral communicationAbility to manage multiple projects simultaneously.Strong understanding of cost managementAbility to influence others.Minimum Essential Functions:Manage and maintain performance standard to a diverse and varying workforce.Analyze problems, collect data, establish facts to be able to draw valid conclusionsCommunication within and to other teams, and senior managementCoach and develop employee, take corrective action and hold employee accountable. Be available to your team outside of normal business hours as neededWhy 1901 Group is a Great Place to WorkBenefits:The health and happiness of our employees and their families is our top priority. That's why we offer a comprehensive compensation and benefits package to help you and your loved ones feel secure. We strive to create the best experience for you, so you can continue doing the things you love.The following represents an overview of our offerings:Health & Wellness1901 Group offers above-industry standard, high-quality medical, pharmacy, dental and vision plans. A single carrier supports our offerings of two medical, two dental and a single, comprehensive vision plan.Two Telehealth/Telemedicine services as part of the medical plan, allowing you to get the care you needincluding most prescriptionsfor a wide range of minor conditions.Flexible Payment Options via Pretax DeductionsHealth Savings Account (HSA)Dependent Care Flexible Spending AccountLimited Purpose Flexible Spending AccountPaid Time OffGenerous leave options to include: vacation, sick leave, all major and federal holidays, jury duty, bereavement, military leave, maternity, and paternity leave.Retirement SavingsPre-tax and Roth 401(k) Savings Programs with company matchCoverage for the Unexpected or "Just in Case" MomentsTwo Employee Assistance Programs (EAPs)Company-paid Life and Accidental Death & Dismemberment (AD&D) InsuranceCompany-paid Short and Long-Term Disability Insurance Supplemental Life and AD&D Insurance for Employees, Spouses, and ChildrenOur Focus on Professional & Team Growth:At 1901 Group we empower our employees with exponential career development and growth opportunities by utilizing a more modern form of employee assessmentquarterly reviews. We put our employees in the driver's seat of their evaluation processand their development. Learning and development is offered through a variety of platforms, designed to satisfy different learners at different stages within their careers. Employee-Driven Performance Management & LearningWe support a philosophy and approach where "Everyone Learns". Whether it be via online training or domain specific classroom & instructor lead trainingwe anticipate our employees will constantly seek out new ways to improve themselvespersonally and professionally.OTHER CONSIDERATIONS:Selected applicants will be subject to a background investigation. Individual's primary workstation is located in an office area with overhead lighting. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include use of computer monitor screens up to 80% of time.This position profile incorporates the core responsibilities of the job. It is recognized that other related duties not specifically mentioned may also be performed, and that not all responsibilities may be carried out depending on operational needs. Nothing in this profile restricts management's rights to assign or reassign duties and responsibilities to this job at any time.1901 Group is an Affirmative Action and Equal Opportunity Employer1901 Group is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.1901 Group "Contingent" offers for employment may stipulate that one or more requirements be satisfied before final commitment between candidate and 1901 Group is established; namely, award of contract to the 1901 Group. Contingent requirements vary and may also include, but not be limited to additional factors (i.e., the position still being available after negotiations with the Government; final approval of your qualifications by the Government; or ability to successfully acquire and/or transfer a DoD security clearance)U.S. Citizenship is required for most positions.1901 Group is a drug free workplace.SDL2017

Keywords: 1901 Group, Blacksburg , Service Desk Manager, Other , Blacksburg, Virginia

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