16 Oct
Transition/Service Desk Manager
Vacancy expired!
- Strategic directions for the infrastructure function at the enterprise level.
- Assess the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects.
- Interface with business unit executives and other IT functional area executives to define infrastructure support initiatives and solutions for improving service efficiency and effectiveness.
- Lead the development of infrastructure strategy, architecture, service delivery standards, and procedures for the enterprise.
- Analyze and predict trends and develop longrange plans designed to maintain cost effectiveness and competitiveness of the enterprise’s IT infrastructure.
- Participate in IT strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems and best practices (e.g., ITIL) as related to the needs of the business.
- Proactively research and recommend courses of action to prevent problems and to maintain high infrastructure service levels for the user community.
- Utilize metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery.
- Be responsible for all aspects of the Task Order.
- Experience in a business or IT field.
- Information Technology experience, with no less than three (3) years of recent experience in managing multiple, crossfunctional teams or projects.
- Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
- Information Technology experience.
- Demonstrated experience in contract/team transition activities for programs similar in complexity; with no less than three (3) years interacting with senior level management and key stakeholders.
- Demonstrated experience transitioning onto Government systems and enterprise environments similar in size, scope, and complexity to enterprise environments.
- Demonstrated experience transitioning to the Contractor’s proposed MSS domains and technologies.
- Demonstrated experience with MS Office Suite, MS Visio, and MS Project.
- Demonstrated experience providing presentations and briefings to highlevel management.
- Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award.
- Demonstrated experience reengineering or setting up service desks according to industry best practices.
- Demonstrated experience obtaining Government management buyin for improving the service desk by demonstrating greater Return On Investment.
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
- Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
- Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
- Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
- Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
- Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
- Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
- Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
- Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards
Vacancy expired!