MetroStar is hiring a
IT Service Desk Manager

Summary

Join us as an IT Service Desk Manager and lead IT service delivery for help desk operations, organizational/transformative change, tracking critical data through the implementation of Service Level Agreements (SLAs), and acting on continuous improvements.

Requirements

• You can obtain and maintain a Public Trust clearance
• A Bachelor’s degree or higher
• You have a minimum of 4 years leading a service desk operations team (Tier 1-3, asset management, ServiceNow ITSM implementation)
• You have an ITIL certification required
• You have experience documenting and updating SOPs, and ensuring cross-training for service desk at all tiers
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building
• Deep experience collaborating with other teams and executive-level customers to solve problems within complex technological infrastructure, security, or development problem with a high degree of trust and confidence
• Strong time-management and organization skills

Responsibilities

• Work with technical teams to provide day-to-day operations, modernization, and enhancements to evolve service desk operations into a managed service
• Develop, cultivate, and manage customer relationships
• Plan and recommend improvements, modernization, or additional equipment to increase the capacity of service delivery
• Prepare executive-level reports that ensure optimal performance and maintain records of service-level agreements for customers
• Leverage organization development and change skills to conduct an assessment of and document as-is operations and to-be operations, and recommend and implement a plan to evolve current service desk operations