Req ID: 206002

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.

We are currently seeking a Deskside Services (Tier 2) Manager to join our team in Rockville, Maryland (US-MD), United States (US).

• Day-to-day management of IT Services staff, including interviewing, evaluating, scheduling, performance guidance and recommendations
• Point of contact for team and end users’ issues, complaints, or suggestions; maintaining the highest rate of customer satisfaction
• Interpreting and enforcing company policies and practices
• Provide timely and accurate trend analysis and demand forecasting of Service Desk support requirements based on Service Desk ticketing system data and knowledgebase
• Coordinates and recommends team travel, training, and purchasing
• Motivate team and maintain excellent team spirit and morale
• Evaluation of hardware and software requirements and suitability
• Technical escalation for IT Services Staff, and liaison with Level 3 for escalations
• Level 2 ticket resolution, to supplement IT Services staff
• Supervise team to achieve a superior level of ITSM ticket/request documentation for each resolved/closed request
• Anticipating user technical needs and acting proactively to meet them
• Ticket system management: assigning, metrics and trend analysis, SLA evaluation, and reporting
• Team member training
• Author and management of level-2 documentation (e.g., SOPs), both user-facing and internal
• Interpreting and applying company policy both from a policy, technical, and financial standpoint
• Responsible to fully document escalated tickets to show all work performed in order to pass SLRs
• Responsible to manage team members to fully document assigned tickets to show all work performed in order to pass SLRs
• Responsible to maintain accurate CMDB entries for assigned tickets or tasks, personally and for team members

• Minimum 5 years of experience as a Deskside Services Manager for a Federal Agency
• Bachelor’s degree, or higher, in an IT- or business-related field or equivalent combination of education and work experience
• Minimum 6 years of experience developing business relationships and communicate effectively with the user community
• Minimum 6 years of experience with network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
• Minimum 6 years of experience processing and resourcing required to perform analytical and technical tasks on PC systems
• ITIL Foundations Level (or higher) Certification
• Ability to obtain a Secret security clearance

• Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems
• Asset Management experience
• Strong troubleshooting skills

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 considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Washington DC
Job Segment: Cloud, Consulting, Manager, Technology, Management