Tista Science and Technology Corporation

Customer Engagement (Service Desk Manager)

Job ID 2020-2057
Job Locations US-MD-Rockville


TISTA Science and Technology is seeking a motivated, career, and customer-oriented Customer Engagement Manager (Service Desk Lead) to join our team to begin an exciting and challenging career. We are looking for a resource who can work well both independently and in groups to solve challenging IT support issues. Candidate should be a troubleshooter who can see above the fray and identify improvement opportunities with a knack for impressing the client



  • Oversee and ensure quality resolution and escalation for all requests, incidents, and problems throughout tiers 1, 2, and 3.
  • Manage training efforts provided to end users by training staff
  • Ensure high level of customer satisfaction
  • Improve overall customer engagement within the Service Desk and Training teams
  • Create and drive continual service improvement efforts between multiple functional teams and external stakeholder community
  • Manage and coordinate urgent and complicated support issues
  • Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information throughout the program
  • Capture accurate metrics are captured and reviewed to ensure Service Level Agreements (SLAs) are met and exceeded
  • Determine root cause of issues and communicate appropriately to internal and external customers;
  • Continuously train and coach service desk specialists (Tier 1-2)
  • Plan and lead major service desk related optimization efforts
  • Evaluates performance results and recommends major changes affecting short-term project growth and success
  • Functions as a technical expert across multiple project assignments;
  • Verify and ensure sufficient Service desk coverage and provide backup support, as needed
  • Communicate status/issues with customers
  • Monitor and manage phone queue (participating in escalated calls as needed)
  • Implement and oversee Knowledge Management repository and ensure top quality solutions are available to the staff
  • Advise management on situations that may require additional client support or escalation
  • Review customer satisfaction survey feedback from end-users to improve services, tools and support experience;
  • Maintain responsibility for the successful delivery and coordination of all deliverables required of the Service Desk task areas of this PWS
  • Supervise personnel
  • Responsible for the day-to-day tactical duties for a moderately complex technical program



  • Demonstrated success in improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
  • 5 years of experience managing IT service delivery in managing service desk across multiple enterprise applications
  • 8-10 years of service desk experience within a multi-tiered service desk structure
  • Demonstrated experience providing performance-based customer service support against various performance metrics within the Federal Government.
  • Experience in communicating directly with Government personnel, including agency executives.
  • Excellent verbal and written communication
  • Excellent follow-up and organizational skills
  • Excellent problem solving and analysis skills with the ability to effectively troubleshoot, resolve or escalate issues
  • Prior working experiences working with service desk support tools, such as ServiceNow, Ring Central, SharePoint, and Confluence
  • Ability to identify and utilize relevant resources to provide customers with information and resolution.
  • Ability to stay calm when resolving customer issues
  • Experience managing multiple resources within a multi-tiered structure
  • Knowledge and understanding of the System Development Life Cycle (SDLC) is preferred

Education:       Bachelor’s degree or higher


Certification:    Help Desk Institute (HDI) or Service Desk Institute (SDI) certification

                        ITIL Foundation certification


Clearance:        Must be eligible to obtain a Public Trust clearance 


Location:          Rockville, Maryland


TISTA Science and Technology Corporation, a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is recognized in 2019 by Inc. 5000 as one of the fastest growing private companies in the US. TISTA is also a recipient of 2019 Top Veteran-Owned Companies by the Washington Business Journal. TISTA also received a 2018 Moxie Award in the GovCon category.


Here at TISTA Science and Technology we value our Veterans and encourage all to apply!

#thinktista #tistacares



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