Deputy Service Desk Manager

Epsilon is now part of AMERICAN SYSTEMS!

We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.

Read more here: AMERICAN SYSTEMS Acquires Epsilon, Inc.

Our Customer's Mission:

Epsilon provides professional and efficient technical support and account management activities for all US Patent and Trademark Office (USPTO) personnel while also providing world class customer service. The Epsilon team is comprised of Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. Our Service Desk Agents are the initial point of contact (phone, email or chat) to remedy technical issues, while the APR Team receives escalated tickets, executive support requests, and tier 2 requests. Our ERF team is tasked with account/access management for end users and our MI Team monitors and reports issues affecting enterprise services for USPTO.

Compensation and Benefits:

We offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership program-details will be shared during your recruiter conversation.

Responsibilities

An average day:

As Deputy Service Desk Manager, you will provide leadership support and guidance to Service Desk Leads. This position will work with others above them in the reporting structure, as well as managers who may be colleagues or direct reports, to collaborate on team performance. In this position you will:

• Provide site leadership, including workplace direction, evaluations, coaching, performance management, and overseeing day-to-day operations.
• Oversee and lead a team of Service Desk Agents and Leads.
• Train new Service Desk Agents and Leads to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Act as an escalation point for Service Desk Leads assisting them with service desk issues and site-specific issues.
• Organize service requests based on the type of service and status (change requests from current end users, new equipment requests from current end users, etc.)
• Monitor dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues. Escalate process and policy issues as needed.
• Work with leadership to support interviewing, orientation, and onboarding staff.
• Continually look for methods to improve overall end user experience and customer satisfaction and ensure service meets or exceeds Service Level Agreements (SLAs).
• Ensure continual service improvement; recommend innovative methodologies, techniques, and criteria for projects; and maintain knowledge of workflows and project mapping.
• Communicate updates and project status effectively and efficiently while handling multiple tasks and competing priorities.
• Ability to work cross-functionally to understand the key business drivers.
• Provide technical support over the phone, and/or via email, where appropriate.

Qualifications

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass federal background investigation and obtain a Public Trust. (This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)
• Associate degree or higher in information technology or related field or a high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
• Five (5) years or more of information technology experience, including at least three (3) years of leadership experience in a help desk or call center environment.
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
• Strong leadership qualities, including the ability to coach/train others on both technical matters and customer interactions.
• Proficiency in Word, Excel, Outlook, database management.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Experience working in a team-oriented, collaborative environment and experience building cross-functional partnerships including exceptional skills in influencing, teamwork, and delivering solutions in a complex and changing environment.
• Proven ability to run complex processes, navigate organizations, and lead meetings effectively and efficiently.
• Accountable, proactive, and thoughtful with high attention to detail and strategic problem-solving skills.
• Experience implementing best practices and tools and monitoring effectiveness and a passion for driving internal process efficiencies involving collaboration across multiple internal teams.
• ITIL V3 or ITIL V4 Certification desired.

Pay Transparency Statement for Epsilon

Epsilon is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $68,842.00/Yr. - USD $98,991.00/Yr. Actual compensation will be determined based on several factors permitted by law. Epsilon provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status