Req ID: 229220

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Desk Manager to join our team in Falls Church, Virginia (US-VA), United States (US).

This role will provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. You will also serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

Duties and Tasks:

• Overseeing and supervising the work schedule and distribution of service desk employees.
• Ensure contractual deliverables are provided and performance SLAs are achieved
• Identify and manage all dependencies, risks and issues that occur during the project life cycle
• Ensure smooth and cordial relationship with the team and the client
• Ensure highest level of customer satisfaction
• Manage key stakeholder relationships with transparency and integrity
• Working with site managers to manage staffing, timelines for projects and be accountable for delivering against established company and client commitments
• Provide program reporting for management and stakeholders for the project activities
• Ability to understand, apply, and improve/update procedures on a continual basis using ITIL principles.
• Work is managed and tracked through the ServiceNow and measured through Service Levels.

Basic Qualifications:

• Bachelor's degree in a relevant area of study, or equivalent combination of education and work experience
• Required certifications:
  • HDI - Service Desk Manager Certification
  • ITIL V3/4 Foundation Certification

• Minimum 8 years of relevant service desk experience
• Minimum 5 years of ServiceNow experience
• Minimum 5 years of experience providing management and reporting on SLAs, XLAs to program and client leadership
• Minimum 3 years of experience managing/leading a multi-shift Service Desk Team
• US Citizen with the ability to obtain a DOJ Public Trust

Preferred Qualifications:

• Ability to organize, direct, and manage operation support functions involving multiple complex and inter-related projects and/or tasks
• Expert knowledge of the program management frameworks, tailoring approaches and implementing essential activities
• Demonstrated written and verbal communication skills presenting material to senior Government officials

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

Candidate must be within reasonable commuting distance of or able to relocate to Falls Church, VA.

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Washington DC

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Cloud, Consulting, Help Desk, Information Technology, Manager, Technology, Management