service desk manager

The Heritage Foundation

<div><div>Washington, DC
</div><div>Full Time
</div><div>Information Technology
</div><div>Mid Level</div></div>
 <div>Title: Service Desk Manager
Reports to: Director, Information Technology
Job Summary: The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency. 
Job Duties:
<ul><li>Coordinate and triage high-priority and complicated support issues to ensure timely resolution.</li>
<li>Develop and document Service Desk procedures and processes to ensure:
<ul><li>issue resolution with appropriate urgency,</li>
<li>root causes of issues are identified and addressed,</li>
<li>new learnings are integrated into Service Desk and end-user documentation,</li>
<li>customer service is prioritized in every interaction, and</li>
<li>appropriate issue data is collected within the tracking system.</li>
</ul></li><li>Implement a highly effective and workable framework for daily performance, metrics, and benchmarks that drives the continuous improvement of the Service Desk.</li>
<li>Leverage ticket metrics and survey feedback to monitor and report on Service Desk performance to management, highlighting areas for improvement.</li>
<li>Implement and enforce Service Desk policies and procedures, ensuring compliance with organizational standards.</li>
<li>Lead efforts for staff onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.</li>
<li>Establish and manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.</li>
<li>Create and maintain detailed process maps and knowledge base documentation to ensure consistent and efficient service delivery.</li>
<li>Supervise the Service Desk team, including managing employee schedules, ensuring availability for after-hours response.</li>
<li>Coordinate backup support to Audio Visual team for virtual meetings and events as needed.</li></ul> 
Qualifications:
Education: Bachelor&rsquo;s degree in a related field or equivalent experience is required; technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) are preferred
Experience: 4+ of technical experience with a proven track record in a lead or supervisory capacity; experience supporting systems and devices in various environments; experience in Asset Management and Incident Management is preferred
Communication: Excellent verbal and written skills to communicate technical issues to non-technical personnel
Technology: Microsoft and Apple operating systems 
Other Requirements:
<ul><li>Understand and support the Heritage mission and vision for America, and the department&rsquo;s goals and objectives.</li>
<li>Strong troubleshooting, technical, and analytical skills.
</li><li>Excellent customer service skills and ability to manage multiple tasks at one time.</li>
<li>Ability to work onsite at headquarters in Washington, DC.</li>
<li>On-call responsibilities as required, including occasional after-hours needs.</li></ul> 
Benefits and Salary:
The Heritage Foundation offers a highly competitive benefits package that includes, but is not limited to, best-in-class health care, vision, and dental insurance, employer-sponsored retirement funding, &ldquo;take what you need&rdquo; PTO and sick leave, 14 weeks of paid leave for new moms and 6 weeks of paid leave for new dads, among other programs.
The salary range for this role is $85,000 - $100,000 annually. This range is a good-faith estimate, and the final salary offered to a selected candidate depends on a variety of factors including, but not limited to, the candidate&rsquo;s experience, education, and other qualifications; internal and external market pay for comparable jobs; and level of hire based on aforementioned qualifications.</div>

Service Desk Manager

SLAC National Accelerator Laboratory

<div><h2 class="jobSectionHeader">SLAC Job Postings</h2><div> 
<div><div>
</div>Position Overview:
The SLAC IT Service Desk Supervisor provides operational and technical leadership for front-line IT services in alignment with ITIL-based Service Management practices. This role is accountable for service quality, incident and request fulfillment performance, staff capability, and continual service improvement. The Supervisor serves as the senior escalation point for complex incidents and problems, ensuring stable operations, effective problem resolution, and a high-quality customer experience across supported IT services.
Incident, Problem &amp; Escalation Management: Serve as primary escalation point for Major Incidents; lead incident response, communications, and post-incident reviews; perform and oversee root cause analysis as part of Problem Management; ensure quality documentation within the service management platform. Reviews of tickets not meeting SLAs due to other departments response times and emerging trends in tickets and customer feedback should also be addressed during IT manager meetings.
Service Operations &amp; People Leadership: Lead and supervise Service Desk staff responsible for Incident Management and Request Fulfillment; direct daily operations balancing demand, capacity, and service priorities; establish performance expectations aligned with service quality and customer satisfaction; promote a culture of accountability and continual improvement.
Advanced Technical Troubleshooting &amp; Oversight: Provide hands-on technical leadership for complex endpoint, OS, authentication, hardware, software, and enterprise service issues; guide diagnostic methodologies; partner with Tier 3 teams; validate resolutions against SLAs.
Service Management &amp; Continual Improvement: Monitor service metrics and trends; lead Continual Service Improvement initiatives; optimize workflows, automation, and knowledge management; support SLAs and OLAs. Quarterly reviews of ticket closed notes, inventory usage, and IT onboarding content should be conducted and reported to Senior leadership. Meaningful dashboards that illustrate the work the service desk is accomplishing
Change Enablement, Policy &amp; Governance: Support Change Enablement by assessing operational impact and validating post-change stability; lead the service desk in serving as testers for new applications, processes, or hardware; ensure compliance with Stanford, SLAC, and DOE policies; contribute to service design and technology evaluation.
Your specific responsibilities include, but are not limited to:<ul><li>
Lead and supervise Service Desk staff responsible for Incident Management and Request Fulfillment; direct daily operations balancing demand, capacity, and service priorities; establish performance expectations aligned with service quality and customer satisfaction; promote a culture of accountability and continual improvement.</li><li>
Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise.</li><li>
Lead and manage the daily operations of a technical unit, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports. Evaluating services and proposing efficiencies to leadership.</li><li>
Identify, clarify and resolve technical issues within own area; often serve as the initial managerial escalation point for problems from clients and other staff.</li><li>
Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics</li><li>
Contribute to the development of plans to resolve business issues. Provide strategic planning for own work group; may assist higher level management in broader scope strategic planning.</li><li>
Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.</li><li>
Documentation: Oversee the Creation and updating of Knowledge Base articles and procedural documentation.</li><li>
May develop and/or manage budgets for projects or work groups.</li><li>
May establish service level agreements with clients.</li><li>
Monitor technology trends and evaluate implementation plan for SLAC</li><li>
Continue to evaluate need for services like IT Onboarding and periodically review effectiveness.</li></ul>
To be successful in this position you will bring:<ul><li>
Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.</li><li>
Understanding of relevant technical knowledge and problem resolution.</li><li>
Strong customer relationship skills, consensus building skills.</li><li>
Ability to establish effective working relationships in a diverse environment.</li><li>
Ability to motivate and mentor staff.</li><li>
Demonstrated project management skills.</li><li>
Ability to multi-task.</li></ul>
SLAC manager competencies:<ul><li>
Results through Others: Achieves expected results by effectively delegating and managing the work of others.</li><li>
Aligns Priorities: Ensures planning and prioritization of resources and work efforts; ensures alignment of direct and matrix reports to support organizational goals and business plans.</li><li>
Applies Lab Acumen: Maintains understanding of lab efforts and direction as well as current research and trends, considers technology and customer impacts, and contributes relevant, informed ideas to lab growth.</li><li>
Navigates Complexity: Manages a multitude of information and complex circumstances to discern what is most important; demonstrates effective problem-solving, decision-making, and takes appropriate action, even in difficult situations or with conflicting data.</li><li>
Builds Trust: Earns trust and credibility from team members, peers, and stakeholders; demonstrates SLAC values of respect and integrity.</li><li>
Relationships: Builds relationships to foster trust, collaboration, and a positive climate to achieve team, department/directorate, and lab goals.</li><li>
Communication: Ensures effective information flow to various audiences; delivers clear and appropriate written and verbal communications; makes clear and impactful presentations to a variety of internal and external audiences.</li><li>
Self-Awareness: Seeks feedback from others and takes ownership of, and actions to address what is learned; recognizes impact on others and adjusts as needed; pursues continuous learning opportunities; implements a meaningful development plan.</li><li>
Team Effectiveness: Effectively motivates team members and fosters a diverse and collaborative team environment; leverages team members&iquest; strengths for overall team effectiveness; incorporates insights to improve team operations.</li><li>
Purpose &amp; Vision: Articulates a clear vision of expected outcomes; inspires others to execute work plans and feel a sense of purpose and ownership for the mission.</li></ul>
Physical Requirements and Working Conditions:<ul><li>
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.</li><li>
Given the nature of this position, SLAC may require onsite work full-time.</li><li>
Must be able to lift hardware and other IT equipment as needed.</li></ul>
Work Standards:<ul><li>
Interpersonal Skills: Demonstrates the ability to work well with colleagues and clients and with external organizations. Ability to empathize with user frustration and provide patient, high-quality support.</li><li>
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for environment, safety and security; communicates related concerns; uses and promotes safe behaviors based on training and lessons learned. Meets the applicable roles and responsibilities as described in the ESH Manual, Chapter 1&iquest;General Policy and Responsibilities:</li><li>
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,</li><li>
As a national laboratory, SLAC National Accelerator Laboratory is responsible for adhering to the Homeland Security Presidential Directive 12 (HSPD-12) and Department of Energy (DOE) Order 473.1A, which require employees to obtain and maintain a HSPD-12 Personal Identity Verification (PIV) Credential. To obtain this credential, employees must successfully complete the applicable tier of federal background investigation post hire and receive a favorable federal adjudication. The tier of federal background investigation will be determined by job duties and national security or public trust responsibilities associated with the job. All tiers of investigation include a declaration of illegal drug activities, including use, supply, possession, or manufacture within the last 1 to 7 years (depending on the applicable tier of investigation). Illegal drug activities include marijuana and cannabis derivatives, which are still considered illegal under federal law, regardless of state laws.</li></ul>
-<ul><li>
Classification Title: IT Technical Manager 1</li><li>
 Job code: 4805 Grade: K</li><li>
Duration: regular continuing</li></ul>
The expected pay range for this position is $139,448 - $167,830 per annum.
SLAC National Accelerator Laboratory/Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
At SLAC/Stanford, base pay represents only one aspect of the comprehensive rewards package.</div></div></div>

SLAC IT Service Desk Manager

Ten4

<div>
 
 
 
 
 
 OpDecision is Hiring!&nbsp;
 
 
 
 
 
 
 
 
 
 
 OpDecision, a Ten4 company, works with businesses to reduce their&nbsp;wireless bills,&nbsp;with average savings of over 40%. We also offer lifecycle management of wireless devices,&nbsp;providing world-class troubleshooting and activation services.
 
 
 
 
 
 
 
 
 
 The Wireless Help Desk Manager oversees our Tier 1 Support Specialists, who are responsible for lifecycle management of our customer&rsquo;s wireless devices, including activating cell phones, ordering devices, basic troubleshooting, and more.&nbsp;
 
 
 OpDecision provides a great benefits package and 4 weeks of PTO to start!&nbsp;
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 Eight paid company holidays
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 PTO for your birthday
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Health/dental/vision insurance
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 401(k)
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Tuition reimbursement/professional development
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Paid Parental Leave
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Room for growth
 
 
 
 
 
 
 </li>
 </ul>
 
 
 
 
 We are searching for a candidate that can work Monday through Friday with&nbsp;regular&nbsp;
 
 work hours of 8 am - 5 pm Eastern Time. This is a fully remote position with occassional in-office requirements.&nbsp;
 
 
 
 
 
 
 
 
 For payroll and tax purposes, candidates must live in the US from the following states: MD, NJ, FL, TX, AZ, PA, NC, CA.
 
 
 
 
 
 
 
 The starting pay range for this position is&nbsp;
 
 $70,000 - $85,000 per year
 
 ,&nbsp;depending on knowledge and experience. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunities.
 
 
 
 
 
 
 
 
 
 
 
 JOB TITLE:
 
 
 
 
 
 
 
 Wireless Help Desk Manager
 
 
 
 
 
 
 
 
 
 REPORTS TO:
 
 
 
 
 
 Director of Support Services
 
 
 
 
 
 
 
 
 
 
 &nbsp;&nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 POSITION SUMMARY:
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 The&nbsp;Wireless Help Desk Manager oversees day-to-day operations
 
 
 
 
 
 
 of the Support Services team that provides Tier 1 mobility help desk services. This position is responsible for ensuring all internal, as well as vendor-facing and client-facing, processes are performed with accuracy, appropriate urgency, and professional communication. Additional key responsibilities include identifying opportunities for automation, cost savings, and customer service quality improvement. This role will oversee the training, coaching, and strategic processes of the Tier 1 team so they are able to successfully support our clients, hit deadlines, and achieve internal company goals. &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 ESSENTIAL DUTIES AND RESPONSIBILITIES:
 
 
 
 
 
 &nbsp;
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 
 Monitor, troubleshoot&nbsp;and triage Assist client phone calls, emails, and tickets.&nbsp;
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Ensure the responsive end user help desk support for mobility-related services Monday through Friday 8:00 am &ndash; 5: 00 pm Eastern time.
 
 
 
 
 
 <ul>
 <li>
 
 
 
 
 Open,&nbsp;respond, track, and close all tickets in a timely manner.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Escalate&nbsp;a ticket issue when appropriate.
 
 
 
 
 </li>
 <li>
 
 
 
 
 Assist with&nbsp;ordering and&nbsp;activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&amp;T, Verizon, T-Mobile, etc.&nbsp;Premier Portals.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Promptly update&nbsp;the internal&nbsp;customer ticketing system.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Learn each Assist account to properly support their needs and goals.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Work closely with the Assist account managers to provide best practices discussed on monthly review calls.
 
 
 &nbsp;
 
 
 </li>
 <li>
 
 
 
 
 Attend one&nbsp;client&nbsp;audit review call per quarter.
 
 
 &nbsp;
 
 
 </li>
 </ul>
 </li>
 </ul>
 <ul>
 <li>
 
 
 
 
 
 
 Always accurately represent OpDecision and services in a professional manner.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Provide excellent customer service&nbsp;in all aspects of the relationship&nbsp;with our clients including, but not limited to addressing service issues, fact gathering, and providing timely updates and resolutions.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Provide management, training, and guidance to Tier 1 Support Specialists
 
 
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 
 Participate in the establishment of clear and measurable goals.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Provide a positive, upbeat, and motivating presence for the team.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Identify individual team member growth or challenge areas including conducting required performance reviews and providing positive mentorship.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Manage, share, update and support company policies and culture, Help Desk SOP, SLA compliance, knowledge of the Wizard capabilities, ForgeOS tickets and client knowledge base, and carrier portals.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 Collaborate with peers sharing knowledge of B360 and Opus order processing.
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 Create and monitor appropriate metrics and KPI&rsquo;s for team performance.
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Review and approve PTO requests from team and other HRIS functions.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Ensure appropriate coverage/scheduling of Tier 1 Support Specialists
 
 
 
 
 
 
 </li>
 </ul>
 </li>
 <li>
 
 
 
 
 
 
 Provide backup support to team members as needed.
 
 
 &nbsp;
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 
 
 
 Keep Directors/executive level informed at least weekly on progress of new hires.
 
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 
 
 
 
 Perform&nbsp;other duties and responsibilities as assigned.&nbsp;
 
 
 
 
 
 
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 
 QUALIFICATIONS
 
 
 
 
 
 
 
 
 
 
 
 :
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 <ul>
 <li>
 
 
 
 
 
 
 
 Minimum 2 years&rsquo; experience managing direct reports.
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 High school diploma or general education degree (GED) required, Associate&rsquo;s&nbsp;or Bachelor&rsquo;s&nbsp;Degree preferred.
 
 
 
 &nbsp;
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 
 
 Minimum 2 years&rsquo; experience working in ZOHO Desk,&nbsp;ServiceNow&nbsp;or other ticketing-based solutions is required.
 
 &nbsp;
 
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 M
 
 inimum 2 years mobile carrier experience such as&nbsp;Verizon Wireless, AT&amp;T Wireless, T-Mobile etc. is
 
 preferred
 
 .
 
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Understanding of&nbsp;Microsoft Office, particularly Excel.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Must be customer-service oriented.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Strong&nbsp;communication&nbsp;skills with ability to follow&nbsp;up clearly and effectively with others over the phone and email.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 Ability to meet SLA deadlines in a fast-paced environment.
 
 
 
 
 </li>
 <li>
 
 
 
 
 Positive outlook and ability to influence and motivate teams.
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Must possess a strong sense of urgency and attention to detail.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Demonstrated ability to prioritize multiple tasks to meet deadlines.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Demonstrated ability to work independently and interact in a collaborative manner with other team members.
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 Strong critical thinking and problem-solving skills required.
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 Occasional travel&nbsp;as&nbsp;needed.
 
 
 
 &nbsp;
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 Must&nbsp;be authorized to&nbsp;work in the United States for any employer.
 
 
 
 
 
 
 
 </li>
 <li>
 
 
 
 
 
 
 
 Must be able to read,&nbsp;write,&nbsp;and speak English proficiently.&nbsp;
 
 
 
 
 
 
 
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 About Ten4 &amp;&nbsp;OpDecision
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Since 1997, Ten4&nbsp;(previously known as Distributed Computing&nbsp;or DCi) has been focused on business communications, specializing nationwide&nbsp;in both wired and wireless voice and data networks, billing&nbsp;services,&nbsp;and&nbsp;support&nbsp;monitoring. Ten4&rsquo;s mission&nbsp;is to help&nbsp;multi-site, multi-state&nbsp;clients deploy effective,&nbsp;efficient,&nbsp;and easy-to-use&nbsp;telecom management&nbsp;solutions.&nbsp;
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Equal Employment Opportunity Policy
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 
 
 
 Ten4&nbsp;provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,&nbsp;compensation,&nbsp;and training.
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 &nbsp;
</div>

Help Desk Manager - Mobile Devices

NTT DATA

Req ID: 371422
 
NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
 
All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.
 
NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.
 
Job Responsibilities Include: 
<ul>
<li>This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365</li>
<li>All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.</li>
<li>Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality</li>
<li>Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner</li>
<li>Responsible for driving resolution of incidents on a 24/7 desk</li>
<li>Read text on computer screens for the duration of the shift</li>
<li>Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks</li>
<li>Ensure a quiet, private workspace with high speed, wired internet</li>
<li>Travel up to 10% of the time, if required</li>
<li>Lift up to 25 lbs. if needed for equipment setup</li>
<li>Have a working cell phone for manager communication and Two-Factor Authentication</li>
</ul>
Basic Qualifications: 
<ul>
<li>Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)</li>
<li>Minimum of 1 year of technical troubleshooting experience</li>
</ul>
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
 
About NTT DATA Services
 
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
 
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.

Clinical Service Desk

Cloudelligent

<div>Cloudelligent is looking for competent candidates for the position of Service Desk Engineer (L1) 
 
Position Title: Service Desk Engineer 
Location: Lahore 
 
About Cloudelligent 
 
Cloudelligent is an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems and not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions. 
 
Responsibilities<ul><li>
Perform Level 1 diagnosis and resolution of incidents / requests raised by end users.</li><li>
Responsible for supporting the IT Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations, within SLA standards</li><li>
Act as a contact point between Helpdesk Operations and Other external and internal teams.</li><li>
Escalate issues to relevant teams based on SOP &amp; Escalation matrix</li><li>
Provide Incident Response (IR) support when analysis confirms actionable incident</li><li>
Perform incident closure, verifying problem resolution with Users and documenting resolution procedures</li><li>
Monitor and escalate service failure alerts and follow up with relevant teams to fix these with minimal impact.</li><li>
IT Support relating to technical issues involving Microsoft/AWS core business applications and operating systems</li><li>
Troubleshoot software, hardware, and network issues.</li><li>
Guide end-users on how to setup and use new technologies.</li><li>
Perform vendor management for procurement and support (Cloudelligent/Clients).</li><li>
Assist Cloud team with migration and supporting infrastructure on Azure/AWS.</li><li>
Backup and restore the organization's data files and systems.</li><li>
Install, configure, and upgrade PC software and operating systems.</li><li>
Manage inventory and track IT assets used by the organization.</li><li>
Author, edit, and manage IT documentation to improve our clients' IT policy, procedures, and protocols.</li><li>
Manage the helpdesk collaboratively for optimal performance and support by resolving incidents in a timely manner.</li><li>
Prepare and present weekly updates.</li><li>
Participate in IT projects.</li></ul>
Requirements<ul><li>
Bachelor's degree in information technology, computer science or related field.</li><li>
2+ years of experience providing customer-focused technical support.</li><li>
Exceptional verbal, written, and interpersonal communication skills.</li><li>
Hands on experience with service desk ticketing systems, email, online chat, service support process, and SLA.</li><li>
Strong interest in IT support, technical troubleshooting, and cloud technologies.</li><li>
Basic understanding of IT methodologies and service desk operations.</li><li>
Hands-on experience with Windows operating systems and Microsoft Office tools (e.g., Office 365). Knowledge of ticketing tools (e.g., Zendesk, Jira) is a plus.</li><li>
Knowledge of cloud platforms (AWS or Azure) is a plus.</li><li>
Should be able to work in 24/7 environments.</li><li>
Self-driven, ability to work independently or as part of a project team with limited supervision.</li><li>
AWS Cloud Practitioner certification is highly preferred.</li></ul>
JBTLuj7U3D</div>

Service Desk Engineer

CMT Services INC

<div>ABOUT US: 


CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients. 


Position Title: BMC Track‑It! Administrator, Service Desk 


Place of Performance:
Peace Corps HQ

1275 NE First St,

Washington, DC 20526

On-site

Full time 
Position Summary: The BMC Track-It! Administrator, Service Desk will administer and maintain the BMC Track-It! ticketing environment supporting the Peace Corps IT Service Desk. This position is responsible for workflow configuration, ticket categories, coding changes, dashboards, metrics, platform maintenance, upgrades, vendor coordination, Self-Service Portal support, SharePoint updates, Knowledge Base support, and process documentation. 


Key Responsibilities
<ul>
<li>Administer BMC Track-It! workflows, ticket categories, custom fields, dashboards, reports, queues, and role-based views.</li>
<li>Configure and maintain ticket coding, routing, escalation logic, and SLA/PRS reporting support.</li>
<li>Support planned and unplanned platform maintenance and upgrades.</li>
<li>Troubleshoot BMC Track-It! issues and coordinate with vendor support when needed.</li>
<li>Maintain executive, operational, and technician-level dashboards.</li>
<li>Support ticket metrics, SLA reporting, trend analysis, and recurring deliverables.</li>
<li>Administer and support the BMC Track-It! Self-Service Portal.</li>
<li>Update and maintain the Domestic Support Services SharePoint page and IT Services Knowledge Base.</li>
<li>Develop and maintain ticketing-system support process documentation.</li>
<li>Support change control, testing, configuration management, and reporting integrity.</li></ul> 


Required Qualifications
<ul>
<li>Experience administering BMC Track-It! or a comparable ITSM/ticketing platform in a production service desk environment.</li>
<li>Experience with workflow configuration, ticket categories, dashboards, reporting, platform maintenance, vendor coordination, and user support.</li>
<li>Knowledge of ITIL-based incident, request, escalation, knowledge, configuration, and reporting processes.</li>
<li>Experience supporting Self-Service Portals, Knowledge Bases, SharePoint pages, and service desk documentation.</li>
<li>Strong attention to data integrity, reporting accuracy, configuration control, and process discipline.</li></ul> 


Education &amp; Experience
<ul>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, Information Systems, Systems Administration, Data Management, Business Systems.</li></ul> 


Required Certification
<ul>
<li>Preferred: BMC Helix, BMC Remedy, ServiceNow, Jira Service Management, Zendesk, Microsoft Power BI, SQL, SharePoint, Microsoft 365 Administrator, CompTIA A+, Network+, or Security+ certification.</li></ul> 


Join Our Team: 


At CMT Services, we believe that extraordinary results come from empowering exceptional people. If you're ready to lead innovative projects, solve complex challenges, and contribute to meaningful infrastructure development while advancing your career in a supportive, collaborative environment, we want to hear from you. 


Disclaimer:

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BMC Track‑It! Administrator, Service Desk

Kasrawy Group Careers

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 Position: Mall Operations Executive - Info Desk
 
 
 Job Description:
 
 
 We are seeking a highly motivated and organized individual to join our team as a Mall Operations Executive for our Info Desk.
 
 
 The ideal candidate will have a strong background in customer service and operations management, with a passion for creating a positive and welcoming environment for our mall visitors.
 
 
 Key Responsibilities:
 
 
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 Handling the daily operations of the mall's Info Desk.
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 Maintain a high level of knowledge about the mall's facilities, services, and events to assist customers and provide accurate information
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 Collaborate with other departments, such as marketing and security, to ensure smooth operations and coordination of services
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 Handle any emergency situations or incidents that may occur at the mall, following established protocols and procedures
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 Maintain accurate records and reports related to customer service and operations, and provide regular updates to management
 
 
 
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 Qualifications:
 
 
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 Bachelor's degree in Business Administration, Hospitality Management, or a related field
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 Minimum of 1 year of experience in customer service and operations management, preferably in a retail or mall setting
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 Excellent communication and interpersonal skills
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 Strong leadership and team management skills
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 Proficient in Microsoft Office and other relevant software
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 Ability to work flexible hours, including weekends and holidays, as needed
 
 
 
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 We offer a competitive salary and benefits package, as well as opportunities for growth and development within our company. If you are passionate about delivering exceptional customer service and have experience in operations management, we would love to hear from you. Apply now to join our dynamic team at Kasrawy Group.
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Mall Operations Executive - Info Desk

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