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Service Desk Lead

Company Name:
Phacil, Inc.
Service Desk Lead
Location: Suitland, MD
Job Code: 1879
# of openings: 1
Description
Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for aService Desk Leadto support an important government customer inSuitland, MD. This will be a 6-8 month assignment.
Clearance
Public Trust
Scope/Job Description
o As a Service Desk Lead you will manage customer service issues and assist in resolving them in a timely fashion.
o Manage the performance of services to customers during the hours of (6:30 am to 6:30 pm), ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded
o Ultimate responsibility for ownership of all customer incidents or logged service requests
o Track the incidents to conclusion in line with SLAs and quality standards
o Manage critical customer's incidents, associated to customer communication, activities and any appropriate escalations
o Provide information about incident that are escalated
o Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes
o Provide management and performance reports
o Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of knowledge Articles
o Conduct QA of technician's tickets and phone calls and provide feedback to technicians based on findings
o Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers
o Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
o Contribute to the success of the business and assist in improving the overall customers experience within the team
o Assist with monitoring and testing of fixes to ensure problems have been adequately resolved
o Lead for implementation and administration of Service Desk staff training procedures and policies. Train, coach, and mentor Service Desk Technicians.
o Ensure that team's KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
o Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility
o Assist with enforcement of Service Desk SLAs that establish problem resolution expectations and timeframes
o Assist with development and dissemination of Knowledgebase articles, help sheets, usage guides, and FAQ lists for technicians and customers
Requirements
o Proficiency in English- both written and verbal
o Excellent interpersonal, communication and analytical skills
o Ability to manage shift coverage
Education
Bachelor's Degree and 2-5 years managing a Service Desk or equivalent years of experience
Certifications
HDI Certification desired
ITILv3 Certification and PMI knowledge desired
Phacil, Inc. is an award-winning, ISO 9001, ISO/IEC 20000-1, and CMMI SVC Level 3-certified contractor serving Defense and Civilian agencies across the Federal Government. The Company provides services across a broad range of Information Technology disciplines including: Software Development & Integration, Operations & Maintenance, Network Engineering, Data Center Operations, Cyber Security, Information Assurance, Geographic Information Systems, Technical Consulting, and Business Operations. The quality Phacil delivers as well as the success of the firm has received a number of recognitions, including rankings on Washington Business Journal's Top Government Technology Contractors, CRN Solution Provider 500, and Software Magazine Software 500.
Our vision is to bring best practices from the commercial sector to the Federal Government. We foster a corporate ethos of Service, Commitment, and Excellence. The strength of this culture makes us unique among Government contractors, enabling us to deliver superior results to our customers, and making us one of the fastest growing companies in the industry.
All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status.
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