Enterprise Service Desk Manager
24 ore fa
Description More About the Role: The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program for the Navy; inclusive of cybersecurity services, network operations, service desk, and data transport. Leidos supports the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network. This position is responsible for assisting the ONE-Net Enterprise Service Desk (ESD) Operation Manager in managing daily service desk activities in a Follow-the-Sun model with physical service desks located in Naples, Italy and Yokosuka, Japan. The individual hired for this role must possess strong organization and communication skills, with the ability to take data from a variety of sources and organize it in a way that is indexed, searchable, and easily accessible. The candidate will need to exhibit an understanding of Service Levels specific to the Navy OCONUS project. The candidate will be responsible for developing feedback loops to be used throughout the ESD to measure and improve services specifically relating to Incident Management and Request Fulfilment. The candidate must be experienced in harvesting data from BMC Remedy and providing ADHOC reports to service desk agents and program and client leadership. What You\'ll Get to Do: Ensure that all Remedy ticket templates have clearly defined Service Level Objectives and operate in a way that can be accurately measured against Service Level Requirements. Ensure that Operational Staff are trained on all Service Levels and are provided with dashboards or reports to assist with adherence to Service Level Requirements. Review and analyze daily actual performance to agreed-upon Service Level Requirements and report and react to defects promptly to negate defective trends. Identify and implement actions obtained by the monitoring and measurement of feedback loops and champion activities for improvement. Conduct trend analysis to ensure historical data is used to predict future patterns and outcomes. Review, analyze, prioritize, and recommend improvement opportunities for each physical service desk location. Act as a Subject Matter Expert to develop and analyze existing and new processes, procedures, and methods to achieve service improvement by standardization, improvement, simplification and retirement of unneeded workflows. Assist ESD Operations Manager in Continual Service Improvement projects. Report weekly trend analysis reports to the OCONUS Program Director. Establish and maintain transparent and respectful working relationships with Client and Program Management leadership, and subordinates. Work with OCONUS Operations personnel to ensure that comprehensive knowledge
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Enterprise Service Desk Manager
3 giorni fa
Napoli, Campania, Italia Leidos A tempo pieno 73.450 US$ - 132.775 US$More About the Role:The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program for the Navy; inclusive...
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Enterprise Service Desk Manager
5 giorni fa
Napoli, Italia Leidos A tempo pieno**Description** **More About the Role**: The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program...
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Enterprise Service Desk Manager
1 giorno fa
Napoli, Italia Leidos A tempo pienoDescription More About the Role: The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program for the...
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Enterprise Service Desk Manager
3 giorni fa
Napoli, Campania, Italia Leidos A tempo pienoDescriptionMore About the Role:The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. NGEN-R SMIT is the largest IT services program for the...
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Global Service Desk Lead for Navy IT
1 giorno fa
Napoli, Italia Leidos A tempo pienoA leading technology and engineering firm located in Naples, Italy, is seeking an Enterprise Service Desk Manager. This role involves managing daily operations of the service desk, developing metrics for performance tracking, and ensuring compliance with service level agreements. Candidates should have a Bachelor's or Master's degree with relevant...
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Global Service Desk Lead For Navy It
7 ore fa
Napoli, Italia Leidos A tempo pienoA leading technology and engineering firm located in Naples, Italy, is seeking an Enterprise Service Desk Manager.This role involves managing daily operations of the service desk, developing metrics for performance tracking, and ensuring compliance with service level agreements.Candidates should have a Bachelor's or Master's degree with relevant experience,...
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Service Desk Supervisor
2 settimane fa
Napoli, Italia SAIC A tempo pienoJob ID: 2510901 **Location**:NAPLES, Compania, IT **Date Posted**:2025-10-20 **Category**:Information Technology **Subcategory**:Technical Support **Schedule**:Full-time **Shift**:Day Job **Travel**:No **Minimum Clearance Required**:Secret **Clearance Level Must Be Able to Obtain**:None **Potential for Remote Work**:No **Description** SAIC is...
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Service Desk Specialist
4 settimane fa
Napoli, Italia R-Store S.p.A. A tempo pienoR-Store spa è un rivenditore Apple leader che sviluppa e commercializza hardware, software e servizi per la clientela Consumer, Business, Education e Pubblica Amministrazione . Offerta di Lavoro: Service Desk Specialist Per la sede di Napoli, cerchiamo un Service Desk Specialist che si occuperà di: Accogliere i clienti al Service Desk Gestire le code dei...
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Service Desk Specialist
1 settimana fa
Napoli, Italia R-Store S.p.A. A tempo pienoR-Store spa è un rivenditore Apple leader che sviluppa e commercializza hardware, software e servizi per la clientela Consumer, Business, Education e Pubblica Amministrazione . Offerta di Lavoro: Service Desk Specialist Per la sede di Napoli, cerchiamo un Service Desk Specialist che si occuperà di: Accogliere i clienti al Service Desk Gestire le code dei...
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Service Desk Specialist
2 settimane fa
Napoli, Italia R-Store S.P.A. A tempo pienoR-Store spaè un rivenditore Apple leader che sviluppa e commercializza hardware, software e servizi per la clientelaConsumer, Business, Education e Pubblica Amministrazione.Offerta di Lavoro: Service Desk SpecialistPer la sede di Napoli, cerchiamo unService Desk Specialistche si occuperà di:Accogliere i clienti al Service DeskGestire le code dei clienti...
