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IT Service Desk Manager

POSITION DESCRIPTION:

JOB TITLE:

  •  IT Service Desk Manager

JOB TYPE:                           

  • Full-Time

JOB CLASSIFICATION:

  • Salary Exempt

COMPENSATION:

  • Commensurate with experience, scope of work and location

LOCATION:                        

  • Washington, DC, 20230

REPORTS TO:   

  •    Program Manager

MANDATORY:          

  • Considering local candidates with US Citizenship only. 
  • Employer will not sponsor applicants for work visas for this position.
  • Position requires an active DoD Secret Clearance.

_______________________________________________________

POSITION SUMMARY:

MILVETS is looking for a hands-on IT Service Desk Manager to lead and work alongside corporate IT support personnel in the Washington DC metro area.The ideal candidate possesses outstanding customer service, ability to lead a team of technical professionals, as well as maintain a vast array of technical skills. This is a hands-on role that will manage a team of IT Support professionals, as well as provide support to all levels across the company with a keen focus on the Executive Leadership Team so experience supporting CXO’s is necessary.  The Manager  will focus on development, mentoring and training junior staff as well as work closely with other managers and supervisors within the organization.   The attributes of the successful candidate should include:

  • 100% customer focus
  • Excellent verbal and written skills
  • Ability to resolve at least Tier 1 issues
  • Ability to prioritize work and manage the escalation of tickets
  • Flexibility and “can-do” spirit
  • Innovative problem-solver
  • Growth mindset
  • Team-player

RESPONSIBILITIES:

  • Provide technical support to employees and contractors both onsite as well as remote
  • Lead and manage a team of Support Analysts spread throughout multiple offices
  • Develop, mentor, formulate performance improvement plans as necessary for team members
  • Evaluate employee work and productivity; monitor for process adherence and compliance
  • Lead projects or initiatives on behalf of the Support Services team
  • Support Microsoft, business and third party applications
  • Create documentation for the Support Service Help Center, both internal and external facing
  • Monitor and review ticket metrics related to the team’s ability to triage tickets, handle incoming Service Desk calls, and chats
  • Maintain accurate and up to date notes in all tickets
  • Review open tickets daily and promptly following up on tickets
  • Ensure that initial response, ongoing communication and resolution times are within SLAs
  • Provide weekly and monthly activities report to CIO Task Manager. Provide pending tickets status.
  • Support Windows operating systems of various versions including Windows 7, 8 and 10
  • Interface regularly with other IT groups for situational awareness with upcoming projects and planned system maintenance.
  • Support international travel program (includes device scanning, laptop wiping, and issuing of devices).
  • Oversee and provide  24/7/365 support to DOC Secretary and staff.
  • Oversee the configuration, maintenance, and support for the existing ServiceNow (SNOW) Incident Management System (IMS) that integrates with existing DOC systems (such as LANdesk and BigFix) for incidents, requests and asset management. SNOW must be automated and aligned with Information Technology Infrastructure Library (ITIL) v3 standards. ServiceNow is government owned and contractor operated.
  • SNOW  includes the following nine modules:
    • Incident Management
    • Problem Management
    • Change Management
    • Knowledge Management
    • Release Management
    • Service Catalog
    • Configuration Management Database
    • Asset Management
    • Project Portfolio Management

EXPERIENCE AND CREDENTIALS:

Minimum Qualifications:

  • Bachelor’s Degree in Computer Information Systems, Information Technology, related field or equivalent experience
  • Minimum 5 years of experience managing / leading a technical support team
  • Minimum 3 years of Executive level support experience
  • Minimum 7 years of experience providing technical support
  • Proven ability to manage help desks of comparable size, complexity, and multiple tiers of responsibility (Tier 0 through Tier 3)
  • Advanced Microsoft Active Directory and Office365 management and configuration skills in a Windows environment
  • Solid technical and troubleshooting skills
  • Solid knowledge/understanding of computer hardware, servers, and networking

Additional Qualifications:

  • Excellent written and communication skills
  • Exceptional customer service skills
  • Experience creating support documentation
  • Outstanding customer service skills

Preferred:

  • MS Certification(s)
  • ITIL certified

MANDATORY:

  • Must be a U.S. Citizen to support this government contract, possess and maintain with a current fully adjudicated DoD SECRET security clearance.

_______________________________________________________

MILVETS offers an excellent benefits package including Health Insurance, Dental Insurance, Life Insurance, Disability Insurance, Vision, 401(k), Paid Time Off. 

Applicants for U.S. based positions with MILVETS Systems Technology, Inc. must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

www.dhs.gov/E-Verify     E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

MILVETS Systems Technology, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

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