Helpdesk Manager
AAC
- Location
- Onsite (Washington, District of Columbia)
- Employment
- Full-time
- Level
- Senior Level
About the Role
AAC, a veteran-owned federal IT services company, is seeking a Helpdesk Manager to lead daily operations and supervise service desk personnel. The role focuses on ensuring contract SLAs and AQLs are met while fostering a service-oriented culture and driving process improvements.
Skills
Full job details
Responsible for managing day-to-day operation and direct supervision of all service desk and program personnel. Ensure that contract requirements and contract AQLs/SLAs are met. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Supports continual development of the service desk function, to include promoting a service-oriented culture and maintaining service desk SOPs. Supports interactions with other teams and manages support queues. Creates daily and weekly reports. Monitors incidents and requests, and possible causes for increases or deviations. Develops recommendations for process improvements. Facilitates incident escalations within the team and follow-ups as needed. Provides resource capacity management to ensure sufficient personnel are available to meet defined service levels.
This position requires full-time on-site support.