Help Desk Team Manager - Albuquerque, New Mexico, United States - Encantado Technical Solutions
Description
Overview:
Encantado Technical Solutions is seeking an IT Team Manager to support the IT program at a major naitonal laboratory.
We're looking for a passionate and results-oriented IT Service Delivery Team Manager to join our growing team.
In this role, you'll play a pivotal role in ensuring our support operations run smoothly, exceeding service level agreements, and fostering a positive customer experience.
Responsibilities:
Lead and motivate a team of technicians, providing daily oversight and guidance.
Champion a culture of continuous improvement by implementing and maintaining service standards, policies, and procedures.
Monitor and analyze team performance metrics, identifying areas for improvement and driving proactive problem-solving.
Manage workload distribution across the team, ensuring efficient and timely resolution of customer requests.
Act as the first point of contact for customer escalations, providing exceptional support and ensuring smooth resolution.
Collaborate with other teams to foster knowledge sharing and cross-training opportunities.
Analyze service request trends and proactively escalate critical issues to the appropriate IT groups.
Participate in meetings to stay informed about client environment changes and develop action plans to keep the team prepared.
Contribute to the onboarding and development of new team members, including training and performance management.
Partner with peers to share best practices and contribute to innovative solutions.
Maintain clear and concise documentation to ensure smooth operation and knowledge transfer.
Serve as the primary point of contact for client representatives, fostering strong relationships.
Proactively communicate updates and progress to both clients and internal stakeholders
Lead team meetings and drive effective communication within the team.
Generate reports that measure team performance and service delivery effectiveness.
Actively participate in IT projects and contribute to process improvement initiatives.
Qualifications:
Education:
Bachelor's degree in MIS, Computer Science or other relevant discipline is required OR Six (6) years of equivalent work experience/training in an IT leadership role may-be-considered in lieu of a degree OR Associate's degree (AA) in a relevant IT field along with three (3) years relevant IT field along with 3 years of experience will also suffice.
Experience:
1+ year working within ITSM best practices.
Meeting performance metrics through industry best practices
Working with ticket tracking systems (e.g., Remedy, ServiceNow)
Service Level Agreements (SLAs) familiarity
Security Clearance:
Ability to obtain and maintain a U.S. Department of Energy Q Clearance (if applicable).
Qualifications:
4 years of relevant experienced related to the position, 2 of which demonstrate leadership or management of direct reports.
Management Skills:
Demonstrated ability to provide support to both managers and technical staff
Desired experiences & skills include:
ITIL/ITSM V.4 Foundation Certification desirable.
Experience in the Service Now platform.
Experience within a KCS environment, or as a KCS coach.
An Active Dept. of Energy Clearance is strongly desired.
Please note:
This job description is not intended to be an exhaustive list of all responsibilities, duties, and qualifications associated with the position.
About Us:
Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.