Job Information
Deloitte IT Service Desk Manager in Rosslyn, Virginia
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
Are you looking to make an immediate impact where you can help our clients solve their business challenges? Deloitte's Core Business Operations (CBO) portfolio operates at the center of our client's business. By joining our team, you could help C-suite and program leaders transform their organization and accelerate mission execution through emerging and disruptive technologies, innovative business models, retooled program operations and industry-driven solutions.
Work You'll Do
Managing and overseeing the daily operations of the IT service desk, including incident management, service requests, and user support.
Developing and implementing service desk policies, procedures, and best practices to ensure efficient and effective service delivery.
Leading and supervising a team of service desk technicians, providing guidance, training, and performance feedback.
Establishing and monitoring key performance indicators (KPIs) to track service desk performance and identify areas for improvement.
Prioritizing and assigning tasks to ensure timely resolution of incidents and service requests.
Serving as the escalation point for complex technical issues and customer complaints, resolving them in a timely and satisfactory manner.
Collaborating with other IT teams and departments to coordinate problem resolution and service delivery across the organization.
Managing relationships with external vendors and service providers to ensure quality of service and adherence to service level agreements (SLAs).
Analyzing service desk metrics and trends to identify recurring issues and opportunities for process improvement.
Participating in the development and implementation of IT projects, including system upgrades, migrations, and deployments.
Ensuring compliance with IT policies, security standards, and regulatory requirements.
Providing regular reports and updates to IT management on service desk performance, issues, and initiatives.
The team
Our Core Technology Operations group enables differentiation and focused growth for large-scale infrastructure, data center, and operations projects. We take part in operation services for our clients with emphasis on automation and delivery excellence. Our core capabilities include: IT Operations Delivery & Management, Customer Experience Enhancement, Operations Transformation, transportation modernization, and Emerging Technology platforms such as drones and 5G networks.
Qualifications
Required
Bachelor's degree in computer science, information systems, or other technology-related field
6+ years of help desk or relevant IT experience
Active Secret Clearance (or higher)
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.