Service Desk Lead

Overview

Abacus Technology is seeking a Service Desk Lead to guide a technical support team providing front line support for end users at the NOAA Office of Marine and Aviation Operations (OMAO).  This is a full-time position.

Responsibilities

• Ensure all Service Desk support services meet NOAA contract performance standards.
• Develop Service Desk Reports, capturing performance metrics, identifying trends, and recommending opportunities for improvement.
• Recommend IT Service Desk tools, processes, staffing ratios, personnel skillsets, service delivery methods, and performance metrics in accordance with IT Service Delivery best practices; upon government approval, develop detailed implementation plans.
• Implement and adhere to ITIL IT Service Management (ITSM) best practices.
• Research and development recommendations for Service Desk software, services, hardware, and peripherals (e.g., Interactive Voice Response (IVR), automatic call distribution (ACD)) to more effectively collect, track, and manage service requests and incidents.
• Support MACC in developing and maintaining Change and Configuration Management process documents, describing OMAO’s current IT infrastructure configuration, configuration processes, change management processes, and governance structure.
• Collaborate with MACC federal and contracted team members to identify and implement solutions that proactively reduce Service Desk tickets.
• Support MACC in developing and maintaining a web-accessible OMAO IT Service Catalog for end-users to review and request approved products and services.
  • Recommend IT Service Catalog development and maintenance procedures.
  • Document and regularly review and update IT Service Catalog offerings, including product and service descriptions and pricing.
  • Develop and maintain the IT Service Catalog.
  • Gather, validate, and process end-user requests for products and services, coordinating with end-user on final pricing and delivery timelines.
  • Provide transparent tracking and status updates for end-user requests.
  • Facilitate commitment or transfer of funds for products and services provided.
• Issue OMAO-wide notifications regarding planned and unplanned IT events.
• Conduct end-user satisfaction surveys in accordance with MACC direction.
• Provide end-user individual and group training sessions on approved hardware and software as required.

Qualifications

3+ years experience in an IT service desk environment.  Bachelor’s degree in a related field.  Able to own service desk support across all eight sites including ITSM tool configuration, VIP queue pre-routing, and the electronic handoff between tiers.  Experience with Incident and Problem Management practice.  Familiar with a Knowledge Management database.  Experience providing hands-on troubleshooting for a variety of tools and technologies across an enterprise platform.  Experience managing a tiered help desk providing enterprise level IT support.  Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables.  Must have solid relationship management and performance management skills.  Able to motivate and direct staff members and subordinates.  Excellent communication skills and the ability to manage customer and other stakeholder expectations.  Must be a US citizen.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled