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IT Service Desk Manager

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Date: Sep 30, 2022

Location: McLean, VA, US

Company: NTT DATA Services

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Infrastructure Program Manager to join our team McLean, VA

Overview:

In the role of Service Desk Manager, you will provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.  You will also serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

 

Duties and Tasks:

 

  • Overseeing and supervising the work schedule and distribution of service desk employees.
  • Ensure contractual deliverables are provided and performance SLAs are achieved
  • Identify and manage all dependencies, risks and issues that occur during the project life cycle
  • Ensure smooth and cordial relationship with the team and the client
  • Ensure highest level of customer satisfaction
  • Manage key stakeholder relationships with transparency and integrity
  • Working with site managers to manage staffing, timelines for projects and be accountable for delivering against established company and client commitments
  • Provide program reporting for management and stakeholders for the project activities
  • Ability to understand, apply, and improve/update procedures on a continual basis using ITIL principles.
  • Work is managed and tracked through the ServiceNow and measured through Service Levels.

 

Minimum Requirements:

  • Minimum 8 years of experience providing IT support services in a help desk role.
  • 5 years' experience managing a high volume IT service desk.
  • 3 years' experience supporting government clients (Federal/S & L).
  • ITIL V3/4 Foundation certification
  • Must be a US citizen or Green Card Holder.

 

Candidates for this position will be required to adhere to NTT DATA’s and its clients’ COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

 

Preferred Qualifications:

  • Prior experience with ServiceNow highly preferred
  • HDI – Service Desk Manager certification
  • Experience with service desk management, metrics management & reporting

 

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.


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