Service Desk Manager

We are seeking an experienced Service Desk Manager to provide leadership, direction, administration, quality assurance, and day-to-day oversight of service desk staff supporting a government organization. The service desk operates from an offsite contractor facility.

Primary Responsibilities

• Provide leadership, direction, administration, quality assurance, and day-to-day oversight of service desk personnel.
• Manage complex, multi-task IT contracts and ensure successful delivery of assigned services.
• Plan, organize, and manage teams of employees performing a variety of technical and IT support functions.
• Provide administrative and technical direction to assigned personnel.
• Exercise appropriate management authority related to recruiting, hiring, terminating personnel, and committing corporate resources.
• Coordinate approved task order activities and ensure contractual requirements are effectively executed.
• Establish and improve procedures, processes, and controls as necessary to ensure services meet required schedules and production expectations.
• Provide Government customer representatives with regular updates regarding the status, activities, and performance of personnel supporting the contract.
• Respond to administrative and technical requests from Government customer representatives.
• Apply continuous evaluation and control measures to maintain and improve service delivery.
• Work independently and exercise sound judgment with minimal supervision.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or a related field, or equivalent experience.
• Minimum of five (5) years of successful leadership experience or equivalent experience.
• Demonstrated experience managing complex, multi-task IT contracts or service delivery environments.
• Experience planning, organizing, and managing technical or IT support personnel.
• Experience providing administrative and technical direction to staff.
• Strong leadership, organizational, communication, and customer service skills.
• Ability to effectively communicate service status, personnel activities, and technical or administrative matters to Government customers.
• Ability to work effectively and independently with minimal supervision.
• Ability to obtain and maintain a Public Trust.

Required Certification

• Current ITIL certification.

Preferred Certifications

• One or more Help Desk Institute (HDI) certifications.
• HDI Support Center Manager certification is preferred.

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