Responsibilities
- Oversee continuous operation of the IT service desk, including workforce management, shift scheduling, contact handling, ticket generation, initial resolution attempts, escalation procedures, and communication with end users.
- Ensure all service desk workflows comply with incident management, service request handling, knowledge base utilization, and defined service level criteria.
- Monitor and evaluate service desk performance based on call volume, response speed, resolution accuracy, first-contact resolution rates, user satisfaction scores, and adherence to SLAs and SLOs.
- Enhance methods for receiving and processing user contacts while ensuring uninterrupted service and a uniform experience for customers.
- Collaborate with on-site support teams, technical specialists, knowledge administrators, customer experience units, and service delivery leads.
- Develop and execute process enhancements to minimize unnecessary user contacts, optimize initial issue assessment, and improve overall service outcomes.
Benefits
- Health insurance
- Dental insurance
- Vision care coverage
- 401(k) retirement plan
- Life insurance
- Short-term disability protection
- Long-term disability protection
- Paid vacation leave
- Paid holidays
Work Arrangement
On-site — DMV
Other
- Must be a U.S. citizen
- Holding an active Secret clearance is required
- Standard work schedule is daytime Monday through Friday, with potential need to work evenings or weekends based on program demands
- Travel requirement is less than 10%
- Workplace is drug-free
- Position is subject to drug testing
- Candidate must consent to receive text messages about interview and employment status
- Employer may retain and use applicant's name, email, and contact details for future hiring considerations
