Service Desk Deputy Mgr

Date Posted:

2023-04-06

Country:

United States of America

Location:

VA149: 1110 N Glebe Road Arlington 1110 North Glebe Road Suite 630, Arlington, VA, 22201 USA

Position Role Type:

Unspecified

Under the guidance and management of the Director of Technical Services, the System Operations (SysOps) Service Desk (SOSD) Deputy Manager ensures exceptional service for managed services, customers, and drives employee engagement for SOSD staff members. He or she will coordinate the daily activities of SOSD staff; orient, train, and mentor staff; monitor incident management queues; address client escalation issues; and interface with clients as needed. The Deputy SOSD Manager is expected to be process oriented and accountable for the overall success of the Network Operation Center.

Responsibilities include:

• Manage SOSD team consisting of up to 24 watch-standers
• Communicate policies, expectations, and feedback to SOSD staff
• Facilitate a high-performance team environment and employee engagement
• Provide performance feedback and corrective action to direct staff
• Lead activities of SOSD staff to diagnose and resolve client problems
• Guide SOSD staff on diagnosis of potential problems and resolutions.
• Field escalated customer issues and resolve or refer to specialized experts as needed
• Guide and coordinate projects requiring scheduling
• Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.
• Provide input on process improvements and contribute to the technology road map for the strategic plan.
• Perform metrics trend analysis and reporting, guide resultant process improvement.
• Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
• Provide guidance and training; may guide other staff
• Provide back-up duties to the SOSD Government Lead
• Work support tickets as needed
• Evaluate and provide input regarding employee performance
• Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
• Maintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)
• Other duties as assigned and required.

Experience Requirements:

• Experience managing/supervising a Service Desk environment
• Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
• Must be able to manage multiple priorities in an efficient manner
• Understanding of general help desk procedures, company processes, etc.
• Ability to design and implement effective policies to achieve consistent team results.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Technical Skills/Competencies:

• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
• Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
• Supervisory Skills/Competencies:
• Efficient delegation and task prioritization
• Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
• Ability to coordinate and facilitate staff training
• Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
• Ability to manage and resolve conflicts as they arise

Other Requirements:

• This position requires a Top-Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
• Familiar with HP monitoring solutions preferred

Education Requirements:

Bachelor’s degree and eight (8) years of related experience or Six (6) years of related experience with a Master’s degree.

This position requires a U.S. Person who is eligible to obtain any required Export Authorization.

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles. ALL eligibility requirements must be met to receive the Referral Awarding.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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