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Job Ref:	87143BR
Employer:	Earth Tech Inc..
City:	Washington
State/Province:	DC
Country:	United States
Type of Employment:	Full Time
Industries:	Computer/IT Services

Job Description:

The Service Desk (SD) Manager
The SD Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the AECOM Service Desk staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.
Position Responsibilities :

Oversee 100% of the requests, incidents and problems
Manage and coordinate urgent and complicated support issues
Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Determine root cause of issues and communicate appropriately to internal and external customers
Train and coach service desk specialists (Level 1 - 1.5) before being assigned to their duties
Oversee staff activities
Identify team leads for three sections including: Tier 1.5, Incident Management and Problem Management
Verify sufficient employee coverage and provide backup support
Communicate status/issues with customers
Develop strategies for improvement
Monitor and manage phone queue (participating in escalated calls as needed)
Oversee Knowledge Management repository and ensure top quality solutions are available to the staff
Develop an effective and workable framework for managing and improving customer IT support in the organization
Advise management on situations that may require additional client support or escalation
Review survey feedback to improve services, tools and support experience;

Position Qualification Requirements :
• Bachelor's Degree or higher
• Minimum of 3-5 years' experience in IT service desk environment
• Service Desk Institute (SDI) certification
• ITIL certification
What We Offer AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

Post Date:

07/22/2013

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