Sr. Manager, Help Desk Support

  • Company: Capital One
  • Location: Glen Allen, Virginia
  • Posted: January 21, 2017
  • Reference ID: R18093
Knolls 2 (12036), United States of America, Glen Allen, Virginia

Sr. Manager, Help Desk Support

Capital One is seeking a Sr. Manager, Help Desk Support to be responsible for the delivery of internal first level support (IT Help Desk). The Sr. Manager will own the processes, procedures, and service levels for the IT Help Desk.

Responsibilities:

  • Manages both internal and external Help Desk resources to ensure high quality service
  • Monitors performance and quickly adjusts process, staffing, etc. to improve
  • Evaluates and makes recommendations for process/procedure improvement
  • Leads strategy for IT Help Desk service

Basic Qualifications:

  • Bachelor's Degree or military experience
  • At least 5 years of experience managing call center and operational teams
  • At least 3 years of experience with ITIL processes
  • At least 2 years of experience managing suppliers and vendors

Preferred Qualifications:

  • Master's Degree in Computer Science, Information Systems, and Engineering or military experience
  • 5+ years of experience managing an IT Help Desk for large company (40,000+ end users)
  • ITIL Certifcation

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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