What are the responsibilities and job description for the IT Service Quality Manager position at Global Data Consultants?
Job Description
Overview
GDC IT Solutions is currently seeking a IT Service Quality Managerin the Frederick, MDarea.
Position Overview:
This position is responsible for ensuring the IT service needs of the business departments are being fulfilled and supported in accordance with our commitments and SLAs. This position has direct responsibility over the Service Desk including after-hours support, and Deskside support which provides in office support, remote support, and preparation and shipping of equipment for new colleagues.
This position also has responsibility for measuring the service performance of all IT teams as measured by KPIs and SLAs, as well as working with IT leaders on service improvements that may be required. Additionally this position assembles and coordinates service reviews within IT and with the business departments providing reporting and transparency for all IT services.
The objective of this role is to ensure consistent and frequent visibility on the IT service efficacy, reliability, and quality of the support being provided. To develop a strong partnership with the business in order to mold IT services to address business needs. To act as an advocate for the business and for the end user experience to ensure IT processes are clear, predictable and yield the needed results. To ensure a strong culture of communication and engagement between IT and the business departments.
Responsibilities
Minimum Qualifications
Education:
Preferred Experience:
What We Do:
GDC is a full-service IT Staffing and Solutions company specializing in the areas of IT talent placement, application development, multilingual service desk, networking and infrastructure, business intelligence, and project management.
#IND #DICE
Why Work for GDC?
Equal Opportunity Workplace:
GDC is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.
Visit our Career Center for the latest employment opportunities.
© Global Data Consultants, PA USA
GDC IT Solutions is currently seeking a IT Service Quality Managerin the Frederick, MDarea.
Position Overview:
This position is responsible for ensuring the IT service needs of the business departments are being fulfilled and supported in accordance with our commitments and SLAs. This position has direct responsibility over the Service Desk including after-hours support, and Deskside support which provides in office support, remote support, and preparation and shipping of equipment for new colleagues.
This position also has responsibility for measuring the service performance of all IT teams as measured by KPIs and SLAs, as well as working with IT leaders on service improvements that may be required. Additionally this position assembles and coordinates service reviews within IT and with the business departments providing reporting and transparency for all IT services.
The objective of this role is to ensure consistent and frequent visibility on the IT service efficacy, reliability, and quality of the support being provided. To develop a strong partnership with the business in order to mold IT services to address business needs. To act as an advocate for the business and for the end user experience to ensure IT processes are clear, predictable and yield the needed results. To ensure a strong culture of communication and engagement between IT and the business departments.
Responsibilities
- Provide exceptional customer service and improve the quality of the services by monitoring delivery and evaluating client feedback.
- Earn trust by providing consistent service delivery, regular reporting, transparency, and handling escalations promptly.
- Ensure a high standard of service performance by managing teams to adhere to the appropriate policies and procedures.
- Identify and contribute opportunities to continuously improve & enhance service quality and speed.
- Responsible for reporting and analytics of end user support metrics; provides daily, weekly, and monthly statistics, and status reports.
- Maintain a central source of knowledge enabling IT staff and support technicians to recover outages with minimal disruption to expected service levels.
- Lead, motivate and guide the members of the team to maintain the highest level of performance and instill a customer service culture.
- Plan, prioritize, assign, supervise and review the work of assigned staff performing a variety of work activities.
- Maintain and promote a professional leadership relationship with all departments within the company's internal and external organization to achieve optimal performance, compliance and problem resolution.
- Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
- Work with cross-functional teams to provide and integrate IT processes and procedures that can deliver quick problem resolution for our end users.
- Work closely with the Architecture, Infrastructure, Application Engineering, Application Delivery, and Cloud/DevOps teams to collaborate on issues impacting IT service quality, including regular reporting and tracking of needed improvements, and resolution of critical issues.
- Escalate issues timely to next tier support if support team is unable to address the issue directly.
- Manage/Coordinate urgent requests, acting as an escalation point for support issues when necessary.
- Coach staff in translating technical solutions into user friendly language suitable for users with limited experience with information technology.
- Organize and conduct training and/or make arrangements for team members to receive training on policies, procedures, and the latest best practices.
- Create and maintain hardware and software standards for the End User Compute environment.
- Maintain currency on all End User Compute software and firmware.
- Maintain accurate hardware and software inventory including software license levels for the End User Compute environment.
- Create, adapt, and maintain IT services SLAs in alignment with IT capabilities and business needs.
- Work as project champion or project lead for appropriate projects. Comply with project management rigor by creating and maintaining project artifacts as expected by Audit.
- Effectively manage vendors and their relationships in compliance with LGA's Vendor Management Policy and Program Procedures; as well as to ensure that commercial, contractual, and performance obligations are adhered to and maximized.
Minimum Qualifications
Education:
- Bachelor's Degree in Computer Science or Information Systems Management or equivalent experience.
- Eight years of related technical and managerial experience in a Service Desk environment.
Preferred Experience:
- Proven experience creating strong partnerships with business departments and internally within the IT organization.
- Experience building a strong customer service culture, advocating for customer needs, and handling escalations.
- Proven experience in developing and coaching people, setting and enforcing standards, and performing annual assessments.
- Strong background from working in an IT delivery organization, including solid knowledge about methods, best practices, and ITIL methodologies.
- Strong End User Compute management experience including Service Desk, ITIL service management, creating hardware and software standards, and maintain currency and licensing on software.
- Proven ability to deliver on commitments, accomplish project milestones, and drive results.
- Excellent prioritization skills and the ability to eliminate roadblocks.
- Leadership style is characterized by a high level of integrity and trust.
- Ability to manage high priority initiatives in a fast paced highly technical environment.
- Established ability and desire to learn corporate applications, technology, and terminology
- Proven management and decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and maintaining project schedule
What We Do:
GDC is a full-service IT Staffing and Solutions company specializing in the areas of IT talent placement, application development, multilingual service desk, networking and infrastructure, business intelligence, and project management.
#IND #DICE
Why Work for GDC?
- Cutting Edge Technology and Innovation
- Career Growth Opportunities
- Employee-Centric Environment
- Comprehensive Benefits Package
- Holiday and Vacation
Equal Opportunity Workplace:
GDC is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.
Visit our Career Center for the latest employment opportunities.
© Global Data Consultants, PA USA
Enterprise Service Desk Manager
ALTA IT Services, LLC -
Bethesda, MD
IT Operations Service Manager
Johns Hopkins Applied Physics Laboratory -
Laurel, MD
IT Operations Service Manager
The Johns Hopkins University Applied Physics Laboratory -
Laurel, MD