- 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.
- Must have an Bachelor's degree and 6 years of experience OR an Associate's degree and 9 years of experience OR a High School degree/GED and 12 years of experience OR equivalent.
- Related experience can be substituted for relevant education and vice versa.
- Must be able to obtain and maintain a TOP SECRET (TS) or DOE Q Government Clearance
- 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.
- 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.
- 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.
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Help Desk Team Manager - Albuquerque, United States - Amentum
Description
Amentum is currently seeking a Help Desk Team Manager to support an IT Managed Services program in Albuquerque, New Mexico.
The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.
You will be a part of a team thatAs a member of the team, you will:
Qualifications:
Note:
US Citizenship is required to obtain a TOP SECRET (TS) or DOE Q Clearance.
Experience:
Qualifications:
Desired experiences & skills include:
Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
Labor Law PostersEEO including Disability/Protected Veterans
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