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E3 Government Consulting LLC. Journeyman Service Desk Manager (Project Manager local) in St. Louis, Missouri

  • Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients

  • Familiarity with USCG and Department of Defense security requirements.

  • Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this award

  • Strong working knowledge of large, complex Information Technology environments

  • Exceptions may be made for specific individuals with specialized knowledge or skills in certain circumstances at the discretion of the Government

  • Education: Project Management Professional (PMP) certification or minimum of six years management experience

  • Qualification: Shall have demonstrated a minimum of 3 years’ experience as a Service Desk Manager

  • Demonstrated overall knowledge of the Service Desk Operations regarding, but not limited to, telecommunications and call routing, workforce management, quality assurance, knowledge & process management and agent training.

  • Experience in managing overall day-to-day management and performance of the Service Desk including supervisors and agents, service level achievement, and personnel decisions.

  • Demonstrated experience in partnership with government staff to achieve service level targets, design strategies for onboarding new customers to the center, creates efficiencies utilizing all available automation tools and recommending new tools if none exist.

  • Knowledge of workforce management software and skills to manage the Service Desk Analysts’ headcount required to achieve service level targets, create agent schedules and monitor compliance with those schedules and forecast call, email and others.

  • Demonstrated knowledge in process management, quality assurance and general day-to-day Service Desk operations.

  • Must possess an ITIL Foundation certification.

Requirements

  • Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients

  • Familiarity with USCG and Department of Defense security requirements.

  • Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this award

  • Strong working knowledge of large, complex Information Technology environments

  • Exceptions may be made for specific individuals with specialized knowledge or skills in certain circumstances at the discretion of the Government

  • Education: Project Management Professional (PMP) certification or minimum of six years management experience

  • Qualification: Shall have demonstrated a minimum of 3 years’ experience as a Service Desk Manager

  • Demonstrated overall knowledge of the Service Desk Operations regarding, but not limited to, telecommunications and call routing, workforce management, quality assurance, knowledge & process management and agent training.

  • Experience in managing overall day-to-day management and performance of the Service Desk including supervisors and agents, service level achievement, and personnel decisions.

  • Demonstrated experience in partnership with government staff to achieve service level targets, design strategies for onboarding new customers to the center, creates efficiencies utilizing all available automation tools and recommending new tools if none exist.

  • Knowledge of workforce management software and skills to manage the Service Desk Analysts’ headcount required to achieve service level targets, create agent schedules and monitor compliance with those schedules and forecast call, email and others.

  • Demonstrated knowledge in process management, quality assurance and general day-to-day Service Desk operations.

  • Must possess an ITIL Foundation certification.

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