What are the responsibilities and job description for the Service Desk Operations Manager position at AstraZeneca?
What You Will Be Doing
Tyto is seeking a Service Operations Manager for a complex, multi-year contract to modernize mission-critical DoD IT infrastructure across several sites. Responsible for the operational management of the customer service desk service. Also, supports the operational planning, establishment, execution, and evaluation of a multifaceted program/project typically consisting of a set of closely related subprograms or associated activities. Oversees fiscal, operational, administrative, and human resources management of the program; serves as the principal point of representation and liaison with external constituencies on operational matters and provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise.
Responsibilities:
- Responsibility for performance of 24x7 service desk operations providing Tier 0, Tier 1, Tier1.5 and Tier 2 support to 65,000 users.
- Manage the enterprise-wide customer service desk which will enter, acknowledge, track, and resolve individual and site requests, incidents, and problems including laptop computing, mobility devices, printers, peripheral devices, network and datacenter hardware and software, and COMSEC equipment.
- Oversee documentation of design challenges and coordinate courses of action with local Government customers and permitting authorities to support comprehensive engineering approval to support a subsequent implementation.
- Works to resolve conflicts among the team, including the customer; aligns expectations, and develops both short term and long-term plans to lead the program to its successful conclusion.
- Fosters team development, encouraging leadership behaviors from all project team members and sharing ownership for the outcomes.
- Report metrics in a weekly scorecard.
- Provide customer assistance and training on software and hardware operations.
- Ensure the timely process through which problems are controlled, including problem recognition, research, isolation, resolution and follow-up steps.
- Oversee corrective action requirements.
- Develop and manage training in accordance with established corrective priority categories.
- Coordinate system trouble reports with database analysts, system and application programmers, and functional database managers.
- Apply knowledge of Project Management Body of Knowledge (PMBOK) and advanced scheduling techniques to ensure multiple, simultaneous, and inter-related projects at disparate locations are completed on time and within budget.
- Act as the Alternate Program Manager (APM), when the Program Manager is absent
Requirements:
- Must have a Bachelor’s degree
- Must have at least12 years of experience managing complex IT programs
- Project Management Institute (PMI) Project Management Professional (PMP)
- Intermediate ITIL certified
- Must maintain IAT Level II certification
- Experience with MS Project, Primavera, or an equivalent scheduling tool
- Strong written and verbal communication skills with the ability to present and defend design rationales.
- Possess a SECRET clearance
About Tyto Athene
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto’s services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and ‘As-a-Service’. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.
