Service Desk Manager

DMI is seeking a Service Desk Manager to support a Federal Government customer, managing Level 1 service performance to meet service levels. The Service Desk Manager is responsible for ensuring customer expectations are exceeded and Contractor staff meets performance expectations. Duties include overseeing requests, incidents, and problems, acting as an escalation point, developing escalation processes, determining root causes, training service desk specialists, and identifying team leads. Additional responsibilities involve verifying employee coverage, communicating status, developing improvement strategies, monitoring the phone queue, overseeing the Knowledge Management repository, and advising management on client support needs.The SD Manager should also disseminate policy, prepare schedules, monitor activities, advise on project status, and prepare deliverables.The SD Manager or representative is responsible for coordinating all deliverables.