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Service Desk Manager

District of Columbia MV Transportation

Job Snapshot

Employee Type:



Washington, DC

Job Type:

Information Technology


Not Specified

Date Posted:


Job Description

MV Transportation is seeking Service Desk Manager who will manage a team of support personnel who troubleshoot IT issues, implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected. Ensures maximum issue resolutions in minimum time. Evaluates new information systems, products or services and recommends changes to existing products or services to better aide the end user experience. Develops KPI’s to measure the Service Desk team’s performance. Provides constant communication to the client on all open issues.
Job Responsibilities
Manage work orders to ensure Service Desk inquiries are resolved timely and accurately.
Develop KPI’s to assess individual and team performance
Create and analyze reports to assess performance metrics for management.
Develop and maintain yearly end user and ticket completion surveys.
Be a teacher to support the efforts of other employees to be successful; improve business operations efficiencies and customer service.
Ensure maximum productivity and end-user service.
Manage work order queue to exceed compliance and customer satisfaction.
Analyze IT requirements for users and proactively offer effective solutions and recommendations.
Manage end user workstations within the OCC. This includes working within client procurement procedures to replace defective workstation components, including VOIP phones.
Help create and maintain end user computing policy and procedure.
Help Develop more proficient asset tracking system with IT peers and via a partnership with the Procurement Team.
Design and assess reports to ensure consistent tracking methods are utilized.
Document and provide training for Service Desk team in performing basic troubleshooting of Level 1 issues in a logical manner.
Effectively communicate with and perform all job duties requested by management.
Establishing and maintaining a knowledge base for all end users
Establish and maintain positive work relationships between IT, users, and management.
Stay current and understand new technology as is needed for OCC Operations.
Demand the highest ethical standards from self and others.
Set an example of attitude and professionalism, including a neat, orderly and safe work environment.
Full ownership of use of the Service Desk ticketing system software and its operation in support of the OCC.
Communicate and help resolve customer complaints and adjustments.
Ensure IT fulfilment requests are completed in accordance with current policies.
Participate in an on-call rotation.
Talent Requirements
This position requires a Bachelor’s Degree in Business Administration, Information Technology, or related field, or equivalent experience.
Four (4) to six (6) years of relevant experience. Previous Transportation or other relevant industry experience is preferred.
Knowledge of a variety of the field’s concepts, practices and procedures.
Relies on extensive experience and judgment to plan and accomplish goals.
Adept at performing a variety of tasks.
Ability to remotely manage a team.
Strong leadership skills.
Strong communication skills, both verbal and written.
Strong analytical skills and the ability to manage multiple projects simultaneously.
Experienced in fast growing, changing environment.
Experience with operating ServiceNow required.
Experience with Windows 7 and above, Office 2013 and above.
Experience with Microsoft’s suite of collaboration tools including, but not limited to Exchange 2010 and above, SharePoint 2013 and above, Skype for Business and Office365.
MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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