By Light HQ

Support Center (Service Desk) Manager

Job Locations US-DC
Posted Date 10 months ago(10/6/2021 8:04 AM)
# of Openings
IT Support
Tier 5 - Top Secret/ADP I


The Support Center (Service Desk) Manager shall be an employee of the prime CATTS Contractor. 

Required Experience/Qualifications

  • 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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