Service Desk Manager

If you are looking for a rewarding career with a highly successful company that puts people first, Halvik Corp is the place for you! We are committed to delivering smarter IT-driven solutions bolstered by quality and innovation to help the US Federal Government succeed. Join our growing team and make a difference! Job responsibilities: ·       Train, Manage and mentor a team of Service Desk technicians. ·       Be willing to step in and address technical issues promptly. ·       VTC setup and support, VTC troubleshooting, WebEx setup and troubleshooting ·       Monitor team’s ticket queues, phone queues, technician workloads, triage requests directly and address issues proactively. ·       Enable prompt communication of issue(s), resolution(s) within the team and organization.   ·       Provide weekly/monthly reports on team performance.   ·       Perform regular monitoring of ticket queues and issue resolution(s) to identify areas for improvement. ·       Ensure team availability, training to take on progressive task loads. ·       Provide exemplary customer service and responsiveness to issues and problems. ·       Work with government managers and SD team Project Manager to understand and document in-flight projects and support requests that could impact Service Desk. ·       Work with Project Manager to identify and implement process improvements. ·       Review current SOPs and Knowledge Base articles and resolutions.   ·       Prior experience with ServiceNow a big plus. ·       Prior experience managing a 15 team of technical SD folks a big plus. Halvik offers a competitive full benefits package including: Company-supported medical, dental, vision, life, STD, and LTD insurance Benefits include 10 federal holidays and PTO. 401(k) with company matching Flexible Spending Accounts for commuter, medical, and dependent care expenses Tuition Assistance Charitable Contribution matching To comply with the guidance provided by the Safer Federal Workforce Task Force (Task Force) for Federal Contractors and Subcontractors, Halvik is requiring COVID-19 vaccinations for all their employees except where an employee is legally entitled to an accommodation.  Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.