The Service Desk Task Manager (SDM) willfocus on customers and improving the company's services to keep them satisfied. A successful candidate will resolve technical problems, manage team performance, mentor resources, track finances and resource allocation and control the quality of service delivery. Because of the high level of interaction with clients, employees and management, the successful candidate will be an outgoing problem solver with customer service and management experience.

The SDM will be responsible for the daily operations of the IT Service Desk including adherence to all contract Service Level Agreements (SLA's) and oversight of approximately 80 employees. The SLA's include Customer Satisfaction Rating, First Call Resolution Rate, and Consecutive days of adherence to SLA for Average Speed of Answer. Additionally, reduction of running daily average for queue and, reduction in the number of calls exceeding 40 minutes handled at the Tier 1 level. Strong knowledge management, stakeholder engagement, and team-wide dedication to continual service improvement are the keys to building and nurturing a successful Service Desk.

Responsibilities include:

• Accountable and Responsible for managing assigned portfolio of Service Delivery Engagements
• Troubleshooting technical issues
• Ensuring that service agreements and timelines are met
• Assisting with contract renewal
• Ensuring resource allocation across portfolio aligns with contract terms and limitations
• Regularly reports on Customer Satisfaction, Financials, Resource Allocation, etc.
• Provides single point of escalation
• Fosters an environment where customers allow SII to grow our business by providing incomparable value
• Accountable and Responsible for Option Year Continuance and Contract Activities while delivering services; will work closely with Sales to ensure total understanding of contractual requirements and timelines
• Manages and Approves Time and Attendance for all resources
• Provides effective back-up duties for fellow SERVICE DELIVERY Leaders
• Participates in regular Service Delivery Leadership Meetings
• Have a broad knowledge and direct involvement with the planning, development and implementations

Qualifications:

• 10-12 years' experience managing in a call center / contact center / Technical Help Desk environment and accountable for meeting contractual SLA's
• Proven experience leading projects and managing resources
• Certification in ITILv3
• HDI Certification desired but not required

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services.Systems Integration, Inc. seeks applicants to stand up an IT Contact Center to support the Department of Commerce.