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Urgent! Service Desk Tower Lead Job Opening In Arlington – Now Hiring System One
Job Title: Service Desk Tower Lead
Location: Arlington, VA
On-Site – Federal Client
Public Trust Clearance Required
6 Month Contract to Hire
Hourly Rate: $70/hr.
Range W2.
Benefits available
ALTA IT Services has a 6-month contract to hire opening for a Service Desk Tower Lead to lead an IT support team, onsite at a federal client site.
The IT Service Desk Tower Lead will oversee the day-to-day operations of the service desk, ensure the timely resolution of technical issues, and provide exceptional customer service to our internal stakeholders.
They will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of the organization.
Duties and Responsibilities:
+ Own overall responsibility for the ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.
+ Manage all Service Desk supervisors, trainers, quality manager, and workflow.
+ Ensure Queue management practices are followed and enhanced
+ Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incidents and Requests
+ Liaise with the Customer Service Delivery Technical Monitors.
+ Manage the development and issuance of Service Desk operational reports.
+ Represent the Service Desk team in a customer-facing role.
+ Liaise with the Contractor-designated Change lead.
+ Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.
+ 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.
REQUIRED SKILLS
+ ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
+ At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
+ Familiarity with Avaya or Genesys Contact Centers is a plus
+ Min Citizenship Status Required: US Citizenship Required
Please contact Melissa McNally via mmcnally@altaits.com for consideration.
System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America.
We help clients get work done more efficiently and economically, without compromising quality.
System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
#M-MM1
#LI-MM1
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Ref: #855-IT Baltimore
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America.
We help clients get work done more efficiently and economically, without compromising quality.
System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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Unlock Your Service Desk Potential: Insight & Career Growth Guide
Real-time Service Desk Jobs Trends in Arlington, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Service Desk in Arlington, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 130395 jobs in United States and 316 jobs in Arlington. This comprehensive analysis highlights market share and opportunities for professionals in Service Desk roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! System One is currently hiring and seeking a Service Desk Tower Lead to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Service Desk Tower Lead Jobs Arlington.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at System One adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Service Desk Tower Lead Jobs United States varies, but the pay scale is rated "Standard" in Arlington. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Service Desk Tower Lead typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Service Desk Tower Lead interview at System One, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the System One's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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