Service Desk Agnet (Public Trust is Mandatory)

3-5 years of experience in Service Desk Services, including at least 2 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services

Excellent communication and teamwork skills.

Demonstrated experience supporting government agencies, customers, or contracts within federal environments.

Education

Bachelor s degree or equivalent experience, advanced degree preferred.

Clearance

Ability to receive a Public Trust clearance, including meeting all financial suitability requirements

Own overall responsibility for ITSMS process handling on the Service Desk;

Manage all Service Desk supervisors;

Coordinate Service Desk staff training sessions as needed;

Liaise with the client Service Delivery Designee;

Manage the development and issuance of Service Desk operational reports;

Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;

Serve as a further escalation point for Service Desk supervisors;