Senior Service Desk Manager - Large Environment, 100+

Description & Requirements

Maximus is seeking a Sr.

Manager- Service Desk.

The Sr.

Manager - Service Desk oversees the Maximus Service Desk operations, ensuring efficient support for users and aligning IT Services with business needs.

The Sr.

Manager - Service Desk oversees teams of Service Desk Technicians who provide IT support to Maximus employees.

The Service Desk teams are responsible for providing call, chat, and ticket support.

The Sr.

Manager - Service Desk is responsible for the adoption of Enterprise IT procedures and practices within the Service Desk teams, ensuring efficient operation of IT assets, and building relationships with Business Leaders at supported locations.

The Sr.

Manager - Service Desk is the escalation point for all technical and IT personnel situations encountered at the service desk.

Essential Duties and Responsibilities:
- Manage staff in multiple locations.
- Coordinate required systems maintenance with the Office of Information Systems (OIS) staff, vendors and project staff.
- Ensure compliance with corporate security practices/policies for all applications and networks used by line of business staff.
- Recommend changes to policies and establish procedures to increase productivity in consumption of IT services by line of business staff.
- Responsible for building and maintain trusted technology partner relationship with the MAXIMUS line of business leadership.
- Work to fully integrate teams into the Enterprise IT support model and foster cross team support for all areas of MAIXMUS IT, starting with Field Services.

Job Duties/Responsibilities:

• Management of IT Service Desk Staff in multiple locations.

• Coordinates required systems maintenance with the Office of Information Systems (OIS) staff, vendors, and project staff.

• Ensures compliance with corporate security practices/policies for all applications and networks used by line of business staff.

• Recommends changes to policies and establishes procedures to increase the productivity of line-of-business staff in using IT services.

• Responsible for building and maintaining trusted technology partner relationships with the Maximus line of business leadership.

• Works to fully integrate teams into the Enterprise IT support model and foster cross-team support for all areas of Maximus IT, starting with Site Services.

• Responsible for developing the Service Desk supervisors and technicians.

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
- 5 - 7 years of IT management experience in PC support, help desk, or service desk.
- 5 - 7 years of experience in working with external clients and interfacing with external Client's management and technical support.
- 2 - 4 years management of remote staff.
- 2 - 4 years of experience in call center centric business.
- 8 - 10 years of experience in managing Windows ...