What are the responsibilities and job description for the Service Desk Manager position at National Capitol Contracting (NCC)?
Service Desk Manager
The Service Desk Manager’s responsibilities include:
- Staffing adequately to the needs of the environment.
- Adjusting shifts to accommodate changes in call volumes.
- Ensuring staff is properly trained for the types of tickets received.
- Daily Standup briefings and Daily Status Reports (SITREP’s) are provided to the government PM and staff.
Primary Service Desk duties include but are not limited to:
- Responding to support requests from a variety of sources, including self-service web submissions, customer generated emails, and a dedicated phone line used to report IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.
- Providing resolution to commonly known issues as well as technical issues of moderate complexity.
- Logging all support requests into the incident management system (ServiceNow).
- Escalating the call/issue to higher Tier support when necessary
- Provide Support for existing IT systems described in this PWS as well as new systems and technologies as they are brought online.
- Troubleshoot IT problems to determine whether they are hardware or software related and attempting to assess and remedy the problem with the initial call.
- All levels of user account maintenance are performed at the Service Desk, this includes but is not limited to:
o Account creation, modification and unlocking
o Creation and modifications to distribution lists
o Creation and modifications to security groups
o Creation and modifications to email contacts
o Password re-set
o Modifying access to shared drives.
- Service Desk is expected to use remote assistance tools, remotely access a user’s desktop, and troubleshoot and resolve common issues like printer mappings, incorrectly configured applications, drive mapping, network settings, proxy settings, application installation or removal, etc. as well as other technical issues of moderate complexity.
- Recording and\or verifying the description, serial number, customer name, barcode, vendor information, and location of all deployed/received equipment in ServiceNow for asset tracking purposes.
- Service Desk can assist users teleworking with problems related to DO issued systems Remote access connectivity, authentication, authorization, RSA token issues, PIV cards, etc.
- Service Desk can send kill signals to Treasury owned and managed mobile devices supported by DO.
- Service Desk reports on lost equipment and follows established DO loss reporting procedures that may include coordination with internal and/or external partners.
- Service Desk can schedule and trigger the remote deployment of applications, patches or fixes created by the Configuration Management team (Desktop Engineering).
- Service Desk can set permissions, clear, create and delete print queues on print servers.
- Create Service Desk Requests: All service and incident requests are tracked in ServiceNow.
- Submit a weekly Service Desk Report which includes graphs and metrics that support the performance and SLA agreements.
- Submit a monthly Service Desk Report.
- Produce ad hoc reports as requested by Treasury management or the COR.
- Provide a monthly and quarterly reviews of performance metrics.
IT Service Desk support is provided on-site. Service Desk Hours of Operation are M-F 7am – 6pm (onsite). After hours phone support is covered by the Data Center Ops staff as available. Holiday phone support is required.
It is the intent to transition from the current “Call Center” which receives and logs incidents and service requests (SRs) to a dynamic Service Desk that targets to resolve the highest percent of requests during the initial inquiry. It is expected that the Service Desk will be staffed with the requisite knowledge and experience to handle customer support requests for all supported systems at a level that minimizes the need to escalate outside the Service Desk. The goal is to have >90% of the support requests handled as first call resolutions, utilizing warm handovers within the Service Desk when necessary to achieve the best and fastest resolution to the customers issue or request.
Years of experience required:
- 10 years
Degree requirement:
- Bachelor's degree or equivalent
Certification requirement:
- PMP and/or PgMP
- ITIL
- HDI