Service Desk Manager
in VA - Herndon

Job Attributes

Job Id:

91929422511

Job Sector:

Job Location:

Herndon, VA  20171

Job Description

JOB SUMMARY:  

SCIS is seeking an experienced Service Desk Manager establishes an effective, proactive and repeatable service delivery process that improves the end user’s IT experience; the Service Desk Manager will lead, guide, and support the Service Center. The Service Desk Manager is responsible for the day-to-day operations of the IT Help Desk Analysts. The Service Desk Manager will ensure all operational processes and procedures are accurate, clearly documented, maintained and followed. The Service Desk Manager will interact with IT vendors, external suppliers and other contractual partners to ensure procurement on a timely basis.  This position provides daily supervision and direction to the Service Center team.

 

DETAIL JOB DESCRIPTION

As a Service Desk Manager you will be responsible for:

  • Manage the successful and timely completion of Service Center tasks
  • Serves as the senior most level technician in assisting customers experiencing problems with IT resources, or requesting new services
  • Leads and guides the Service Center team through the handling and management of IT service requests, incident management, change management, problem management, event management, outage escalations, enterprise IT troubleshooting
  • Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems
  • Monitors assigned queues and other incoming communication methods;
    prepares and provides various Service Desk reports and technical reviews to senior management as requested
  • Establishes internal service delivery performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategies/initiatives for improvement
  • Establishes and manages Knowledgebase/Solutions Repositories and ensures new/updated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Center team
  • Establishes and manages processes for communicating outages/emergency activities to the program and Customers
  • Supervises assigned technical and administrative staff
  • Participates in maintaining and improving Service Center standard operating procedures (SOPs)
  • Participates in special projects as required
  • Applicant must be a citizen of the United States and must have DoD Top secret clearance

  • OTHER REQUIREMENT:

  • Work with internal customers in defining business needs and identifying cooperative relationships to improve business processes.
  • Resolve problems presented by management, staff, and clients regarding work processes, policies, procedures, and methods.
  • Strong interpersonal, communication, and project management skills are critical to the job.
  • Strong verbal and written communication skills.
  • Excellent technical problem solving skills combined with strong customer service attitude.
  • Ability to work individually and in a team environment.
  • Demonstrated ability to work independently, multi task and complete assigned tasks within a fast paced, time-sensitive environment
  • Willingness to work off-hours as needs dictate.
  • Solid core value performance.
  • Work with internal customers in defining business needs and identifying cooperative relationships to improve business processes.
  • Help to establish data and access security policies and procedures.
  • Meet on a regular and timely basis with IT management, project managers, and staff as needed to ensure proper communication flow, project status, and implementation schedules.
  • Resolve problems presented by management, staff, and clients regarding work processes, policies, procedures, and methods.
  • Strong interpersonal, communication, and project management skills are critical to the job.

Job Requirements

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference depending upon the nature of the position

Basic Qualifications

  • Must be a citizen of the United States.
  • Must be at least 18 years of age.
  • Active DoD Top Secret level security clearance and able to obtain and maintain the required security clearance
  • Ability to acquire and maintain any other specific special clearances/access requirements
  • Must be available to travel to training facility for initial training
  • Must be able to successfully complete and pass all required training

Education/Experience

  • Bachelor’s Degree or equivalent is preferred
  • Additional qualifications may be specified and receive preference depending upon the nature of the position.
  • Experience: 1-3 years of related experience

 

Background Prerequisites

Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey, in addition to any mandatory licensing requirements

  • Ability to identify, understand, and apply federal, state, and local changes and/or new regulations/laws pertaining to personnel investigations
  • Ability to work in a team environment
  • Analytical and problem solving skills

WORKING CONDITIONS (Physical/Mental Demands)

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with executives, sources, subjects, and staff, in group and one-on-one settings and in situations requiring high performance and results.
  • Handling and being exposed to sensitive and confidential information
  • Frequent sitting, standing and walking, which may be required for long periods of time and may involve climbing stairs and walking up inclines and on uneven terrain.
  • Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling.
  • Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
  • Speak and hear sufficiently to communicate in person and by phone
  • Visual ability to include close vision, distance vision, and ability to adjust focus
  • Ability to work on computer for long periods of time

 

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Job Attributes

Job Id:

91929422511

Job Sector:

Job Location:

Herndon, VA  20171