Skip navigation
Unable to save this job. Please try again later.

{msg}

Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Boyce, VA 22620

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Service Desk Analyst jobs in Boyce, VA delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
• 
8 to 15 characters
• 
1 uppercase letter
• 
1 number or symbol
• 
1 lowercase letter
Cancel
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Senior Service Desk Manager

Unisys Corporation • Boyce, VA

Posted 10 days ago

Job Snapshot

Full-Time
Degree - 4 Year Degree
Other Great Industries
Management

Job Competition

1

Applicant

How Do You Compare to the Competition?

Get facts about other applicants with a CareerBuilder Account

Job Description

Position Summary / Responsibilities:

We are seeking motivated, career and customer oriented Senior Service Desk Manager, interested in joining our team in Boyce, VA (with occasional visits to Winchester, VA and Washington, DC) and exploring an exciting and challenging career with Unisys Federal Systems.

In this role you will provide oversight for service desk based client support, including all systems that support help desk operations. This assistance includes phone and in-person support to users in operational areas that include e-mail, LAN/WAN, directories, standard desktop images and applications, and COTS and GOTS applications. The service desk serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Provides technical/management leadership on major tasks or technology assignments related to service desk and direct end user support. Establishes goals and plans that meet project and end user support objectives.

Onging operational responsibilities include:
• Managing and motivating a team of service desk specialists who receive assigned incident tickets, phone calls, emails and other communications from customers requesting technical support for related desktop, laptop, peripherals, application and IT related issues.
• Supervising the day-to-day operations of the service desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained.
• Documenting, tracking, and monitoring problems to ensure resolution in a timely manner.
• Ensuring that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.
• Managing and improving the IT knowledge base system.
• Working with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers.
• Communicating with internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues. Manage process for communicating outage/emergency activities to the client organization.
•Creating and managing reports to upper level management about all aspects of Service Desk performance management including KPIs, SLA status and trends.
• Developing strategies for Service Desk and overall IT performance improvements.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2 /3) including career development.

Has domain and expert technical knowledge. Directs and controls service desk and end user support activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical and service performance requirements are met. Interactions involve client negotiations and interfacing with senior management. Decision making and domain knowledge may have a critical impact on overall project implementation and service performance.

Requirements

Key Qualifications:
• Experience working with Federal government customers in support of delivery of information technology services.
• Direct management experience with Single Point of Contact/Single Point of Accountability Tier 0 (Self Service), 1, 2 and 3 support for an enterprise service desk providing nationwide support for more than 5,000 staff.
• Ability to interpret requirements and translate into service requests if requested.
• Experience in mobile device management and managing end user support services for geographically dispersed organization.
• Good oral and written communication skills.
• Experience in using service delivery support software packages such as ServiceNow and BMC Remedy.
• Certification in ITIL v 3 Intermediate Service Operations or other level.
• Certification as a Project Management Professional a plus.
• Desired Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician, Microsoft Office Specialist, Mobile Iron or similar MDM Certified Professional.
 
Position Requirements:
U.S. CITIZENSHIP REQUIRED
Bachelor's Degree and a minimum of 10 years of IT Service Management experience. Certification or significant experience can offset requirement for Masters Degree..

Local candidates only. Work location: Northern Virginia
Must have passed the equivalent of a Public Trust Background Investigation (or higher) prior to commencing work.

About Unisys

Do you have what it takes to be mission critical?

We are always looking for team members that have what it takes to be mission critical.   At Unisys Federal Systems, our team supports the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.

Our team members gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.


Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.


Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.
#FED#

Job ID: 2017-2898
Help us improve CareerBuilder by providing feedback about this job: Report this Job.
CAREERBUILDER TIP
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.