Service Desk Manager

Welcome to General Dynamics, where we are committed to providing exceptional service and support to our clients. We are currently seeking a highly skilled and experienced Service Desk Manager to join our team. As a Service Desk Manager, you will play a crucial role in ensuring the smooth and efficient operation of our service desk, while also providing leadership and guidance to our team of service desk agents. If you have a passion for delivering top-notch customer service and possess strong technical knowledge, we encourage you to apply for this exciting opportunity.

1. Oversee the daily operations of the service desk, including managing staff schedules, monitoring performance, and ensuring timely resolution of client inquiries and issues.
2. Develop and implement service desk policies and procedures to improve efficiency and ensure quality service delivery.
3. Train and mentor service desk agents on customer service best practices, technical knowledge, and company processes.
4. Act as the primary point of contact for escalated client issues, ensuring prompt and effective resolution.
5. Collaborate with other departments to identify and address recurring technical issues and implement long-term solutions.
6. Monitor service desk metrics and report on key performance indicators to identify areas for improvement.
7. Conduct regular performance evaluations and provide feedback to service desk agents to promote professional growth and development.
8. Stay up-to-date on industry trends and advancements in technology to continuously improve service desk operations.
9. Handle complex or sensitive customer inquiries and complaints with empathy and professionalism.
10. Create a positive and supportive work environment that fosters teamwork, open communication, and high morale among service desk staff.

According to JobzMall, the average salary range for a Service Desk Manager in Reston, VA, USA is between $80,000 and $95,000 per year. Salaries may vary depending on the specific company, experience level, and additional skills and qualifications.

General Dynamics Corporation is an American aerospace and defense corporation. As of 2019, it was the fifth-largest defense contractor in the United States, and the sixth-largest in the world, by sales.