Service Desk Lead in Washington, DC at DISYS

Date Posted: 6/14/2018

Job Snapshot

Job Description

Service Desk Manager

Position Summary

The Service Desk Manager is responsible for the overall day to day operations of the service desk and individual agent/supervisor performance.  Lead the service desk team in the management of service incidents, service requests and escalations.  Responsible for management of ticketing assignments and the achievement of operational level agreements and service level objectives. Maintain visibility and urgency on priority tickets and service impacting tickets. Select and create the appropriate metrics reporting to ensure service delivery inside of service level objectives. Ensure the proper level of ticket documentation is maintained. Ensure that service processes are documented, updated and abided by. Understands and enforces the processes of Service Operations.

Essential Functions

  • Responsible for Supervisor and Agent performance
  • Management of process adherence/improvements
  • Responsible for overall Service Desk SLA targets and relevant KPIs
  • Responsible for individual/overall metric tracking
  • Responsible for off/onboarding tasks of service desk personnel
  • Responsible for shift management

Jira and reporting experience required. 

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.