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Service Desk Manager/Quality Assurance
Washington, DC$119K - $140KPosted 5 months ago
Full-timeremote
Job Description
Job Description
The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs).
The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow. Responsibilities include ensuring timely and accurate troubleshooting across hardware, software, email, printer, directory, and desktop application issues, as well as managing staffing, training, reporting, and the consistent achievement of service quality and SLA targets.
Job Description
The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs).
The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow. Responsibilities include ensuring timely and accurate troubleshooting across hardware, software, email, printer, directory, and desktop application issues, as well as managing staffing, training, reporting, and the consistent achievement of service quality and SLA targets.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].