The Support Center (Service Desk) Manager shall be an employee of the prime CATTS Contractor.
Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
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 re‐engineering or setting up service desks according to industry best practices.
Demonstrated experience obtaining Government management buy‐in 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.
Top Secret clearance
Special Requirements/Security Clearance
By Light does not require COVID-19 vaccinations or boosters; vaccination requirements and testing are subject to the status of the federal contractor mandate and customer site requirements; testing is at the cost of the employee.
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By Light provides a broad range of hardware, software, engineering, and IT integration services. Headquartered in Tysons, VA, we support defense, civilian, commercial, and health IT customers worldwide. We offer an excellent benefits package that includes: medical, dental, vision, life and disability insurance, paid time off, paid holidays, and 401(k) match.
An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities