Service Desk Team Manager

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Service Desk Team Manager to support a major national laboratory. This role provides oversight and leadership to the Support Operations team, ensuring efficient service delivery and exceptional customer satisfaction. You will collaborate with stakeholders to define service standards, manage resources, and continuously improve processes.

Requirements

Associates in in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Related experience may be substituted for relevant education and vice versa.
Ability to obtain & maintain a U.S. Dept. of Energy Clearance
U.S. Citizenship is required.
Proven ability to lead and motivate a team of technical professionals
In-depth understanding of ITSM best practices
Strong communication and interpersonal skills, with a focus on building relationships
Experience working with ticketing systems (Remedy, Jira, ServiceNow, etc)
2 Years direct experience as a team lead, mentor or leading project

Nice To Haves

3 years’ Experience in the current customer environment
Experience with ServiceNow.
Experience with KCS methodology.
Any additional requirements determined by the Service Manager.

Responsibilities

Supervise team technicians, planning & overseeing their work and daily activities.
Promote a positive and productive work environment, fostering teamwork and collaboration.
Develop and implement training programs to continuously improve team skills and knowledge.
Conduct performance evaluations and implement corrective actions as needed.
Participate in the recruitment, selection, and onboarding of new staff.
Collaborate with stakeholders to define, agree upon, and implement service standards and procedures.
Monitor and track team performance, analyze metrics and reports, and identify areas for improvement.
Ensure effective workload balancing for the team to optimize efficiency and meet service levels.
Resolve customer issues promptly and collaboratively, maintaining outstanding customer service.
Act as the first point of escalation for customers and other IT staff.
Be a champion for continuous improvement, identifying and implementing opportunities to enhance service delivery.
Partner with other teams to cross-train staff and facilitate knowledge sharing.
Collaborate with peers to share best practices, develop solutions, and manage workloads across the organization.
Communicate effectively with customers, team members, and other stakeholders, keeping them informed on progress and updates.
Prepare and participate in meetings to discuss service delivery, anticipate changes, and plan accordingly.
Develop and implement formal site procedures to ensure smooth operations and consistency.
Analyze ticket trends and report issues to other IT groups as needed.
Monitor queue levels and ensure efficient resource allocation.
Document all required information to maintain operational guides and manuals.
Generate accurate and timely reports for the Operations Manager, capturing key performance metrics.
This role may require participation in applicable IT projects and other duties as assigned.