Service Desk Tower Lead

Service Desk Tower Lead

Location: Arlington, VA On-Site – Federal Client Public Trust Clearance Required 6 Month Contract to Hire Hourly Rate: $55/hr. Range W2. Benefits available

ALTA IT Services has a 6-month contract to hire opening for a Service Desk Tower Lead to lead an IT support team, onsite at a federal client site. The IT Service Desk Tower Lead will oversee the day-to-day operations of the service desk, ensure the timely resolution of technical issues, and provide exceptional customer service to our internal stakeholders. They will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of the organization.

Duties and Responsibilities:

• Own overall responsibility for the ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.
• Manage all Service Desk supervisors, trainers, quality manager, and workflow.
• Ensure Queue management practices are followed and enhanced.
• Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incidents and Requests.
• Liaise with the Customer Service Delivery Technical Monitors.
• Manage the development and issuance of Service Desk operational reports.
• Represent the Service Desk team in a customer-facing role.
• Liaise with the Contractor-designated Change lead.
• Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.
• Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes.
• Serve as a further escalation point for Service Desk supervisors.

Required Skills:

• ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk.
• At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services.
• Familiarity with Avaya or Genesys Contact Centers is a plus.
• Min Citizenship Status Required: US Citizenship Required

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.