IT Service Desk Manager

Information Technology (IT) Rockville, Maryland

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Description

 
X-energy LLC conducts a thorough recruiting process and will never issue offers without interviews to discuss qualifications and responsibilities.  All applications will be submitted via our company career page, www.x-energy.com/careers/.  We will never ask you to provide payment information as part of the recruiting process.  If anyone claiming to represent X-energy directs you in a manner otherwise, please contact us at www.x-energy.com/contact-us.
 
X-energy is seeking professionals to join our IT team in the role of IT Service Desk Manager. This position will be responsible for overseeing the daily operations of the IT Service Desk team, ensuring that service levels are met or exceeded, and fostering a customer-centric culture. This role requires a combination of technical expertise, leadership skills, and a strong focus on continuous improvement.
 
Responsibilities
  • Lead, mentor, motivate, and develop the IT Service Desk team, providing guidance and support.
  • Foster a positive and collaborative team environment, encouraging professional development.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Oversee the daily operations of the IT Service Desk, ensuring efficient and effective service delivery.
  • Monitor and manage ticket queues, ensuring timely resolution of incidents and requests.
  • Develop and implement service desk policies, procedures, and best practices.
  • Ensure compliance with SLAs and KPIs, producing regular reports on performance metrics.
  • Act as an escalation point for complex or high-priority issues, ensuring prompt and satisfactory resolution.
  • Promote a customer-centric culture, ensuring high levels of customer satisfaction.
  • Gather and analyze customer feedback to drive service improvements.
  • Stay current with industry trends and emerging technologies to continually improve service desk operations.
  • Collaborate with other IT teams to ensure seamless service delivery and integration.
  • Lead and manage IT projects related to the service desk, ensuring projects are completed on time and within budget.
    • Coordinate with stakeholders to define project scope, objectives, and deliverables.
  • Maintain professional demeanor and behavior at all times in all forms of communication.
  • Perform other duties as assigned by manager.
 
Minimum Education/Qualifications
  • High school diploma is required.
  • Typically, ten plus years’ experience in an IT support role.
  • Minimum three years’ experience as an IT Support Manager, of which at least two years must be experienced with staff management, recruitment, and retention, Help Desk / Help Desk management.
  • Certifications required:
    • ITIL Certification
    • HDI Certification
  • Knowledge of and experience in applying ITIL principles and standards to improve resolution and customer service standards.
  • Experience with IT service management (ITSM) tools and frameworks, such as hands on experience with incident and problem management in ServiceNow
  • Hands-on experience in IT support, including hardware, software, conference room technology and networking.
  • Experience with outsourced IT support models.
  • Ability to be on call nights/weekends/holidays.
 
Compensation
As required by Maryland and other applicable state law, X Energy, LLC (X-energy) lists the expected compensation range for a publicly advertised job opportunity based upon the job requirements (e.g. education/training, experience, skill sets, etc.).  Individual candidates who meet the job requirements for the posted position will be offered a salary within this range based on their respective levels of education/training, experience, and other qualifications unique to them.  Salary ranges may vary based on the specific office location and region referenced in the posting to take into consideration differences in cost of living and may not be reflective of all regions.  Please note that compensation ranges listed for US job postings reflect base salary only and do not include benefits or other incentives.  A reasonable estimate for this position at the level of experience required is:  $125,000 to $158,125.
 
Benefits
X Energy, LLC offers a robust benefits package that includes a 401K plan with an employer match, Medical/Dental /Vision Insurance, Life and Disability Insurance, Paid Time Off, and a Tuition Reimbursement/Professional Development policy that supports the continuing education of our employees.
 
Location: Rockville, MD
Work Site Expectations: On-site
Travel Expectations: 0-5%
Job Classification: Fulltime, Exempt
Hours: 8:00am-5:00pm ET, Mon-Fri
 
An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
 
X Energy, LLC participates in E-Verify. Please visit the links below for more information about E-Verify and the protection of your Right to Work.
 

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