SHRM Service Desk Manager in Alexandria, Virginia
The Service Desk Manager is responsible for providing the best possible work resources to the organization’s staff by maintaining and servicing all desktop technologies and technology equipment. The position leads the service desk team to promptly and timely deliver service and maintenance for the technology infrastructure and to resolve incidents as they arise. In this capacity, the Manager ensures that all documented technology service levels are achieved, customer expectations are met, and manages the service desk to be flexible and adaptable to meet the changing needs of the organization.
Manage and maintain the Service Desk, oversee resolutions of requests, incidents, and problems in accordance with processes and procedures.
Train and coach the Service Desk team in providing the first line of support and ensures requests are prioritized and completed timely. Assist the team with answering requests as needed.
Responsible for incident resolution, problem management, and requests routed to the Service Desk, including coordinating resolutions of urgent and complicated support issues.
Contributes to the incident management process definition and ensures that all processes are followed.
Facilitates the resolution of technology issues in collaboration with the network and systems operation team.
Manages desktop hardware and software technology vendor relationships, including but not limited to selection, pricing, responsiveness, and billing.
Manages all warranty information and product replacement schedules relating to desktop technologies including peripherals.
Interface with staff and management to assess desktop computing needs.
Evaluate new technology products or services and make recommendation to change products or enhance existing products or services to improve end users’ experience.
Recommend tools and processes to streamline and improve Service Desk processes. Create supporting documentation for end users
High school diploma or equivalent; Bachelor’s degree in technology or information systems field, such as Information Technology, Information Systems, Computer Science or a relevant field preferred.
Five years of hands-on experience supporting a multi-user hybrid Windows/Mac environment in a technology service desk, or eight years of experience in lieu of a degree; Seven years of hands-on experience supporting a multi-user hybrid Windows/Mac environment in a technology service desk, or eight years of experience in lieu of a degree preferred.
Two years of experience in a supervisory/leadership capacity; Four years of which was in a supervisory/leadership capacity preferred.
Working knowledge of common Service Desk management packages (Jira, Cherwell, Zendesk, etc.) and desktop software and OS packages (Office365, Windows, MacOS).
Working knowledge of Active Directory, Windows networking, and Intel based hardware equipment.
Working knowledge of Audio/Visual setups and equipment.
Strong organizational skills with the ability to work calmly under pressure.
Strong multi-tasking and prioritization capacities.
Excellent interpersonal skills with the ability to work both independently and as a team.
Excellent written and verbal communication skills including the ability to explain technical information clearly.
Excellent troubleshooting skills with a broad range of technical knowledge.
Customer orientation skills.
Maintains high confidentiality and works well with senior management.
Let us know if you also have:
- the ability to develop and manage a high performing team.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.
May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information.
Moderate lifting is required. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force to constantly move objects.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is regularly performed in a professional office environment and routinely uses standard office equipment.
This job requires occasional travel 0-10%.
The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).
ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: email@example.com or TDD (703) 548-6990.
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