Service Desk Manager Virtustream
More information about this job:
POSITION SUMMARY & RESPONSIBILITIES:
Service Desk Manager ? xStream Operations Center, is a hands-on role, providing day-to-day supervision of members of the xStream Operations Center Service Desk team.
The xStream Operations Center provides 24/7 x 365 operations support to Virtustream customers around the globe and monitors the xStream cloud computing platform in multiple data centers in North America and Europe. The team is currently staffed with ten resources in the Virtustream Eastern US data center location in Vienna, VA.
The Service Desk team interacts with Virtustream customers to analyze issues, replicate problems, and
coordinate resolution to the customers? satisfaction. This client-facing role involves front line support,
issue management, escalation and reporting according to established procedures. The Manager role
requires strong communication and coordination skills to successfully manage multiple customer
interactions and technical support cases simultaneously.
The xStream Operations Center uses an ITIL v3 framework for managing service requests from
customers, responding to and managing incidents related to services provided, managing problem
resolution, and participating in the change management process. The Service Desk Manager will take a
lead role in drafting policy, documenting processes, and developing procedures.
Service Desk Analysts provide ?Level0? and ?Level1? support for Virtustream customers. This requires
validation of the request or the incident, an understanding of the customer systems within Virtustream
Cloud ecosystem, and the technical ability to execute the required troubleshooting. Full ticket
management, updating the activity log, and providing customer communications are vital tasks within
the role. Building supporting documentation is always required.
HOURS: Generally will work late afternoon, into evenings on weekdays Schedule will vary, based on departmental need
May include some 2nd & 3rd shift, weekends and holiday coverage
ON-CALL: Will be on-call for Incident management
Virtustream (www.virtustream.com) is a leading enterprise cloud software and services provider. The company's secure high-performance cloud platform, xStream, enables hybrid cloud deployments, supports multiple hypervisors, and is the industry's first to offer a sub-virtual machine pricing model that is truly consumption-based. Virtustream?s team comprises of architects, engineers and developers with deep expertise in cloud migration strategies, cloud platform deployment, enterprise application management and advanced data center technologies.
QUALIFICATIONS - KNOWLEDGE - SKILLS:
The Service Desk Manager must have technical and Service Management skills and experience to provide support and guidance for the members of the Service Desk team.
Bachelors? degree in a technical discipline (i.e. Information Systems or Network Management)
Knowledge of cloud computing concepts, software, and tools (i.e. networking, virtualization, VMware, hypervisors, SAN)
Previous service desk management experience required, managed services experience a big plus
ITIL familiarity is expected and ITIL v3 experience is a plus. ITIL v3 Foundation certification is highly desired
Familiarity with service desk ticketing and tracking systems is helpful
Good communications skills, both written and verbal are required
Excellent customer service skills are expected
Enthusiasm and drive
Good time management skills
Ability to work alone and within a team
Ability to work toward meeting deadlines
Ability to work night and weekend shifts
Availability for ?on call? duties as needed
||Vienna, VA |