Service Desk Team Manager at Edgewater Federal Solutions, Inc.

Albuquerque, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Service Delivery, Customer Satisfaction, Performance Evaluations, Training Programs, Workload Balancing, Escalation Management, Continuous Improvement, Knowledge Sharing, ITSM Best Practices, Ticketing Systems, Problem-Solving, Analytical Thinking, Recruitment, Reporting, Resource Allocation

Industry

Information Technology & Services

Description

Overview Edgewater Federal Solutions is seeking a Service Desk Team Manager to support a major national laboratory. This role provides oversight and leadership to the Support Operations team, ensuring efficient service delivery and exceptional customer satisfaction. You will collaborate with stakeholders to define service standards, manage resources, and continuously improve processes. Responsibilities Team Leadership & Development: Supervise team technicians, planning & overseeing their work and daily activities. Promote a positive and productive work environment, fostering teamwork and collaboration. Develop and implement training programs to continuously improve team skills and knowledge. Conduct performance evaluations and implement corrective actions as needed. Participate in the recruitment, selection, and onboarding of new staff. Service Delivery & Quality: Collaborate with stakeholders to define, agree upon, and implement service standards and procedures. Monitor and track team performance, analyze metrics and reports, and identify areas for improvement. Ensure effective workload balancing for the team to optimize efficiency and meet service levels. Resolve customer issues promptly and collaboratively, maintaining outstanding customer service. Act as the first point of escalation for customers and other IT staff. Be a champion for continuous improvement, identifying and implementing opportunities to enhance service delivery. Collaboration & Communication: Partner with other teams to cross-train staff and facilitate knowledge sharing. Collaborate with peers to share best practices, develop solutions, and manage workloads across the organization. Communicate effectively with customers, team members, and other stakeholders, keeping them informed on progress and updates. Prepare and participate in meetings to discuss service delivery, anticipate changes, and plan accordingly. Operational Efficiency & Reporting: Develop and implement formal site procedures to ensure smooth operations and consistency. Analyze ticket trends and report issues to other IT groups as needed. Monitor queue levels and ensure efficient resource allocation. Document all required information to maintain operational guides and manuals. Generate accurate and timely reports for the Operations Manager, capturing key performance metrics. This role may require participation in applicable IT projects and other duties as assigned. Strong problem-solving skills, analytical thinking, and a commitment to continuous improvement are essential for success. Qualifications Associates in in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties. Related experience may be substituted for relevant education and vice versa. Ability to obtain & maintain a U.S. Dept. of Energy Clearance U.S. Citizenship is required. Required Skills: Proven ability to lead and motivate a team of technical professionals In-depth understanding of ITSM best practices Strong communication and interpersonal skills, with a focus on building relationships Experience working with ticketing systems (Remedy, Jira, ServiceNow, etc) 2 Years direct experience as a team lead, mentor or leading project Desired: 3 years’ Experience in the current customer environment Experience with ServiceNow. Experience with KCS methodology. Any additional requirements determined by the Service Manager. About Us: Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025. It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

Responsibilities

This role involves providing oversight and leadership to the Support Operations team, ensuring efficient service delivery and exceptional customer satisfaction through supervision and process improvement. Key duties include managing team performance, defining service standards in collaboration with stakeholders, and acting as the first point of escalation for IT issues.