Today
Top Secret
Unspecified
Unspecified
IT - Support
Stuttgart, Germany (On-Site/Office)
Job Overview
Job Title: Service Desk Lead
Location: Stuttgart, Germany
Job Responsibilities
Trace Systems is seeking a Service Desk Manager responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.
Service Desk Operations: Manage and oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
Genesys ACD-IVR Management: Administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self-service options, and enhanced user experiences.
ServiceNow Automation: Implement and maintain ServiceNow automation workflows to streamline incident management, request fulfillment, and reporting processes.
Team Leadership: Supervise, mentor, and develop a team of service desk analysts, fostering a culture of collaboration and continuous improvement.
Process Improvement: Identify opportunities for process optimization, leveraging ServiceNow and Genesys data to enhance service delivery and reduce resolution times.
Performance Metrics: Monitor and report on key performance indicators (KPIs) such as first call resolution, ticket closure rates, and customer satisfaction scores.
Incident and Problem Management: Oversee major incident resolution and root cause analysis, ensuring minimal disruption to business operations.
Vendor Coordination: Collaborate with Genesys and ServiceNow vendors to implement updates, resolve issues, and explore new features or integrations.
Training and Documentation : Develop and maintain training programs and documentation for service desk staff and end-users on Genesys and ServiceNow functionalities.
Compliance and Security: Ensure service desk operations comply with organizational policies, ITIL frameworks, and data security standards. This is a full-time position, typically Monday through Friday, with occasional after-hours support for critical incidents.
Minimum Qualifications
Desired Qualification
Education
Trace Systems
Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.
To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text 'tracejobs' to 97211 or apply directly through our website at: www.tracesystems.com . #jointracesystems
Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.
Job Title: Service Desk Lead
Location: Stuttgart, Germany
Job Responsibilities
Trace Systems is seeking a Service Desk Manager responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.
Service Desk Operations: Manage and oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
Genesys ACD-IVR Management: Administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self-service options, and enhanced user experiences.
ServiceNow Automation: Implement and maintain ServiceNow automation workflows to streamline incident management, request fulfillment, and reporting processes.
Team Leadership: Supervise, mentor, and develop a team of service desk analysts, fostering a culture of collaboration and continuous improvement.
Process Improvement: Identify opportunities for process optimization, leveraging ServiceNow and Genesys data to enhance service delivery and reduce resolution times.
Performance Metrics: Monitor and report on key performance indicators (KPIs) such as first call resolution, ticket closure rates, and customer satisfaction scores.
Incident and Problem Management: Oversee major incident resolution and root cause analysis, ensuring minimal disruption to business operations.
Vendor Coordination: Collaborate with Genesys and ServiceNow vendors to implement updates, resolve issues, and explore new features or integrations.
Training and Documentation : Develop and maintain training programs and documentation for service desk staff and end-users on Genesys and ServiceNow functionalities.
Compliance and Security: Ensure service desk operations comply with organizational policies, ITIL frameworks, and data security standards. This is a full-time position, typically Monday through Friday, with occasional after-hours support for critical incidents.
Minimum Qualifications
- Active, in-scope US Government issued Top Secret clearance with ability to obtain a TS/SCI security clearance.
- Due to the nature of the work and contract requirements, US Citizenship is required.
- IAT Level II or greater (Security +/CASP/etc)
- Minimum of 5 years of experience in IT service desk management or a similar role.
- At least 3 years of hands-on experience with Genesys ACD-IVR systems, including configuration, optimization, and reporting.
- At least 3 years of experience with ServiceNow, focusing on automation, incident management, and workflow design.
- Proficiency in Genesys Cloud or Genesys Engage for call routing and IVR scripting.
- Expertise in ServiceNow platform administration, including Flow Designer, Service Catalog, and reporting modules.
- Familiarity with ITIL v3 or v4 frameworks and best practices.
- Knowledge of Windows, macOS, and mobile device support environments.
Desired Qualification
- ITIL Foundation or higher.
- Genesys Certified Professional (GCP) or equivalent.
- ServiceNow Certified System Administrator or equivalent.
Education
- Bachelor's degree, plus 3 years of recent specialized experience, OR
- An Associate's Degree plus 7 years of recent specialized experience, OR
- Major Certification plus 7 years of recent specialized experience OR
- 11 years of recent specialized experience.
Trace Systems
Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.
To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text 'tracejobs' to 97211 or apply directly through our website at: www.tracesystems.com . #jointracesystems
Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.
group id: 10240430
