Manage tools, processes, and people to transform a traditional Help Desk to a proactive Service Desk, utilizing industry best practices
Establish and mature the Problem Management lifecycle, using data-driven trend analysis to identify root causes and eliminate recurring incidents
Develop analytics and dashboards for leadership that highlight operational trends, risk areas, and team productivity
Define and manage the end-to-end incident response process, ensuring high-priority issues are resolved within SLAs and communicated effectively to stakeholders
Make data-driven decisions to identify problems and reoccurring issues
Work with Avum leadership and stakeholders to establish specific service standards and KPIs for operational health, proactive resolution rates, and system uptime
Evaluate Avum performance against KPIs and contractual requirements
Implement continual service improvement (CSI) initiatives to refine IT processes and toolsets
Recruit, train and support Service Desk representatives and technicians
Contribute to improving customer support by actively responding to queries and handling complaints
Collaborate with developers and engineering teams to provide feedback on recurring technical debt identified through trend analysis
Maintain detailed records of the service desk operations, including performance metrics, customer satisfaction reports, and process documentation

8+ Years of Service Desk experience, including at least 2 years in a leadership or lead capacity within a high-tempo technology environment and 2 years supporting back-end IT operations
Demonstrated experience building Problem Management workflows and performing deep-dive trend analysis to reduce incident recurring rates
Strong understanding of Information Technology Infrastructure Library (ITIL) and its application in modern IT environments
U.S. Citizenship is required in addition to the ability to obtain and maintain a U.S. Department of Defense (DoD) Secret Clearance
Experience with BMC Helix or similar help desk software
Experience with process improvement in a help desk environment
Experience defining metrics and KPIs, tracking against SLAs, using data
Strong technical background to monitor metrics to proactively identify infrastructure and application performance issues
Ability to translate complex operational data into actionable insights for both technical and non-technical executive audiences
Excellent oral and written communications skills
BS degree in Computer Science, Information Technology or relevant field, and/or relevant experience

Participation in virtual meetings using tools like Microsoft Teams
Occasional travel to government sites in Washington, D.C., and the Avum office in Agoura Hills, California

Service Desk Operations Manager

Key skills