Location: Hybrid – Alexandria, VA

Years’ Experience: 12+ years of experience

Education: Bachelor’s Degree in Information Technology

Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Key Skills:

• Help Desk Management experience required.
• Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.
• Experience supporting federal clients.

 

Responsibilities

 

• Ensure adherence to client’s processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly.
• Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements.
• Maintain a continuous service improvement program that improves Help Desk service delivery.
• Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery.
• Manage ticket queues and oversee Help Desk support.
• Assigns unassigned tickets to the correct personnel.

 

Qualifications

 

• Must be able to obtain and maintain a Public Trust security clearance.
• 12+ years of professional experience as a Help Desk manager supporting federal programs.
• Bachelor’s degree in Information Technology or related field or equivalent professional experience.
• Will need to be able to be onsite in Alexandria, VA as needed; otherwise, the role is able to be performed remotely.
• Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.
• Experience managing ticket queues and overseeing help desk support across all tiers
• Has demonstrated experience driving key performance metrics, meeting SLAs, managing workload across help desk teams, and delegating tasks accordingly.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.

 

About Sparibis

 

Sparibis LLC is a professional solution firm that Clients rely on to access the best talent to drive their business success.

 

Sparibis is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.