Manager, Service Desk

FHI 360 is a global development organization with a rigorous, evidence-based approach. Our professional staff includes experts in health, nutrition, education, economic development, civil society, environment and research. FHI 360 operates from 60 offices with 4,400 staff in the U.S. and around the world. Our commitment to partnerships at every level and our multidisciplinary approach enable us to have a lasting impact on the individuals, communities and countries we serve–improving lives for millions. We seek qualified candidates for the position of Manager, Service Desk in Research Triangle Park, NC or Washington DC.

Position Description:

Manages the Service Desk teams in both NC and DC and provides service desk support for the international office. To manage the performance of services to all US based computer users (24 x 7, 365 days per year) and ensure that service levels are achieved.

• Responsible for ownership of all incidents or service requests entered
• Responsible for tracking and progress of all incidents to conclusion such that they are in line with Service Level Agreements and quality standards
• Management of critical incidents, associated communication, activities and any appropriate escalations and to provide incident analysis information to impacted stake holders.
• Build services relationship with stake holders
• Conduct service reviews for key stake holders
• Review performance reports, service improvement plans, quality assurance processes and to provide management with the performance reports to an agreed schedule.
• Manage and collaborate with third party suppliers where appropriate and ensure that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• To continually measure, monitor and work to drive down incident levels.
• Responsible for making sure that working practices and processes exist, are robust, standardized and repeatable and support the Service Desk team’s day to day activities.
• Responsible for identifying and implementing improvements to the Service Desk incident logging system to provide a more effective and efficient service to stake holders.
• Provide leadership and management oversight, including agreeing priorities and monitoring accomplishments and challenges within the subgroup.
• Oversee development of and monitoring work plans and budgets.
• Support organizational wide priorities by ensuring optimal support and timely resolution of incidents
• Ensure integrity and availability of all technology resources through adherence to change control and configuration management processes and procedures
• Identify and promote technical and operational “best practices.”
• Advance the department’s technical leadership.

Skills: Thorough understanding of Information Technology industry practices.Solid knowledge and experience with incident management and operations services tools and systems. Extremely strong interpersonal skills and interaction capabilities with all staff levels of the organization to resolve problem situations with tact and diplomacy. Must have previous experience supervising a team of technical support staff members.

Minimum Requirements:

MS/MA in a related field, with 5 - 7 years relevant experience; or BS/BA and 7 - 9 years relevant experience; or AA and 9 - 11 years relevant experience; or High School/GED and 11 - 13 years relevant experience; or an equivalent combination of education and experience. Equivalent combination of education and experience.

FHI 360 has a competitive compensation package. Interested candidates may register online through FHI 360’s Career Center at www.fhi360.org/en/workingwithus/index.htm through the Employment section at www.fhi360.org. Please submit CV/resume and cover letter including salary requirements. Please specify source in your application.

AA/EOE/M/F/V/D