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Job Title: Service Desk Manager

Summary / Description We are seeking motivated, career and customer oriented Service Desk Manager interested in joining our team in Alexandria, VA and exploring an exciting and challenging career with Unisys Federal Systems.

- Responsible for: Overall project management of complex, multi-task IT contracts.

- Plans, organizesand manages groups of employees engaged in various technical duties.

- Provides administrative and technical direction to personnel; Has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production; Provides the customer representatives the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision Duties/Tasks and Responsibilities: Oversee 100% of the requests, incidents and problems.

- Manages and coordinates urgent and complicated support issues.

- Act as escalation point for all requests and incidents.

- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

- Determine root cause of issues and communicate appropriately to internal and external customers.

- Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.

- Oversee staff activities.

- Builds/obtains (from other departments) training material for support staff.

- As needed, schedule employees working times and provide backup support.

- Interact with internal and external customers.

- Provide data and reporting of KPI’s and others in ad-hoc, weekly, monthly and as needed.

- Will drive Ticket Deep Dive and develop strategies for improvement.

- Work to make Service Desk the single source of truth and service delivery channel for IT.

- Monitor and manage phone queue (participating in escalated calls as needed)Oversee Solutions repository and ensure top quality solutions are available to the staff.

- Develops Service and Business Level Agreements to set expectations and measure performance.

- Develops an effective and workable framework for managing and improving customer IT support in the organization.

- Advise management on situations that may require additional client support or escalation.

- Strong knowledge of the BMC ITSM Remedy [removed] (or higher)Strong customer service understanding and background with a focus on productivity and customer satisfactionExcellent communication and mentoring skills Requirements Experience managing an IT Help Desk and call center in a large environment, preferably supporting more than 10,000 users.

- -ITIL Certifications (Foundation and Service Operations) - required -One or more Microsoft certifications preferably Microsoft Certified System Engineer (MCSE) - required or equivalent.

- -One or more Help Desk Institute (HDI) certifications; HDI Support Center Manager is preferred - desired Fifteen (15) years of IT experience with at least ten (10) years’ experience in a management position MINIMUM EDUCATION: MA/MS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.

- About Unisys Do you have what it takes to be mission critical? Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.

- As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

- Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

- Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical.

- We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications.

- We do this while protecting and building on their legacy IT investments.

- Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services.

- Unisys has more than 23,000 employees serving clients around the world.

- Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits.

- To learn more about Unisys visit us at [removed] Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity #FED#
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