Service Desk Manager

• Technical, Project and Operation Management of service desk operations and Asset Management
• Develop and implement process improvements to enhance service desk efficiency and customer satisfaction.
• Monitor key performance indicators and prepare regular reports for management review.
• Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service.
• Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting.
• Provide input for contract deliverable reports.
• Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff
• Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites.
• Serve as the primary escalation point for complex or high-priority incidents and requests
• Use ITIL practices to promote problem management to proactively respond or eliminate incidents
• Manage ticket queues, ensuring timely resolution and adherence to SLAs
• Coordinating the execution of change requests through US Mint's standard change management lifecycle
• Develop, refine, and enforce escalation procedures and service workflows
• Analyze service desk metrics to identify trends, gaps, and opportunities for improvement
• Drive continuous improvement initiatives through data analysis, automation, and process optimization
• Oversee and maintain a high-quality knowledge base and solutions repository
• Continually develop, edit, and curate KM articles and SOPs
• Coordinate communication for outages, incidents, and emergency activities
• Review customer satisfaction data and implement improvements to enhance user experience
• Advise leadership on operational risks, escalation needs, and support requirements
• Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding).

Leadership & Team Development

• Train, coach, and mentor Service Desk and Desktop Support staff (Tier I-II)
• Support employee development and career progression
• Schedule staff and ensure appropriate coverage for all support operations
• Foster a collaborative, customer-focused team environment

• Experience managing a team responsible for addressing tickets in ServiceNow

• 10+ years of experience in IT service delivery, help desk, or customer support operations.

• Strong leadership and team management experience in a technical support environment

• Proven success managing service desks in large enterprise environments

• Expertise in SLA development, tracking, and reporting

• Advanced analytical and problem-solving skills

• Strong interpersonal and relationship management abilities

• Excellent written and verbal communication skills

• Ability to translate technical concepts for non-technical audiences

• Proficiency in Microsoft Office and service management tools, specifically ServiceNow

• Working knowledge of diagnostic and troubleshooting utilities

• Exceptional organizational skills and attention to detail

• Ability to prioritize and execute in high-pressure environments

Required Certification upon start

• ITILv4+ Foundation Certification
• PMP certification
• Agile certification

Clearance Required: Must be able to attain and maintain a US MINT Public Trust

USD $140,000.00 - USD $168,000.00 /Yr.