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Service Desk Manager in Norfolk, VA at Vaco

Date Posted: 1/9/2019

Job Snapshot

Job Description

Vaco has an immediate opening for Service Desk Manager located in Norfolk, Virginia. The primary responsibility of this position is to improve End-user productivity across the enterprise, manage the team of IT Service Desk Function critical to performance of Level 1 and Level 2 services, provide support to clients (internal and external) and ensure that service levels are achieved. This position reports directly to the Director of Infrastructure Services. This position is also responsible for ensuring that staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.


  • Train, coach and mentor Service Desk Analysts (Level 1 / 2) including career development.
  • Review survey feedback to improve services, tools and support experience.
  • Manage process for communicating outages and emergency activities to the organization
  • Work directly with IT and business leaders to develop and communicate service level objectives, as well as, define on going service level enhancements to continually enhance services provided.
  • Continually review the services provided by 3rd party service providers ensuring quality services provided at or above contractually obligated levels.
  • Manages and coordinates urgent and complicated IT support issues by acting as escalation point for all requests and incidents.
  • Advise management on situations that may require additional client support or escalation.
  • Determine root cause of issues, take actions to eliminate future occurrences and communicate appropriately to internal and external customers
  • Implement process improvements for IT services offerings, reduce blocks and increase customer satisfaction.
  • Obtain and construct training material for support staff

Skills/Knowledge/Experience Requirements:

  • Bachelor of Science Degree in MIS, Computer Science or equivalent experience preferred
  • Minimum of 5+years' experience managing service desk, field service, or technical resources
  • Ability to build a team of high-quality, high-performing IT associates.
  • Technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
  • Excellent communication skills with the ability to work with internal and external team members. Bilingual is a plus
  • Analytical and critical thinker with strong problem-solving skills
  • Ability to identify customers' needs and offer appropriate solutions