Service Desk/EOC Manager

Company	Guidehouse
Location	Bowie, MD, USA, District Heights, MD, USA
Salary	$74000 – $124000
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Senior

Bachelor’s Degree. Degree can be substituted for additional Four(4) years of experience.
At minimum Five (5) years of relevant IT experience
Three (3)+ experience of Supervisory role
24×7 on call experience
Extensive experience running a Service Desk or Operation Center.
Experience with Incident Management (Remedy, ServiceNow, etc).
Excellent written and communication skills required, excellent customer service aptitude.
Ability to present to executive management incident debriefs and root cause analysis reports.
Ability to multi-task: manage a conference call and take notes at the same time.
Must have flexible schedule. On-call services will be on a rotational basis.
This is a hybrid position. Candidate must be able to come on site in Bowie/Suitland, Maryland whenever needed.
Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment.

Work and oversee staff supporting the agency’s systems, hybrid cloud infrastructure and its applications.
Monitor and respond to incidents, escalations, and customer service requests.
Assist in coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.
Enhance Knowledge Management capabilities.
Serve as an escalation path when issues arise.
Manage tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
Provide daily, weekly, monthly, quarterly, and yearly reporting on multiple SLA’s.
Support the Enterprise Operations Management in developing and reinforcing policies and procedures.
Manage and report on EOC agent’s telephone, voicemail, e-mail, and in-person requests.
Actively manage our Incident Response Process (IRP) and provide timely status updates on each incident per SLA.
Coordinate with customers and support teams to triage outages and problems that occur in the environment.
Craft clear, concise, and grammatically correct communication through various work streams.
Provide regular coaching on policies and procedures.
Develop, monitor, and analyze KPI’s across all operational areas.
Work with current staff in developing and innovating the current IRP.
Oversee all Knowledge Management related activities.
Proactive approach to preventing potential outages.