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Service Desk Manager - TS/SCI with Security Clearance job in Washington at Warriors Recruiting

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Service Desk Manager - TS/SCI with Security Clearance at Warriors Recruiting

Service Desk Manager - TS/SCI with Security Clearance

Warriors Recruiting Washington, DC (On Site) Full-Time
Service Desk Manager Location: Washington, DC - Dept. of State - Truman Building Clearance: TS/SCI Company Description: Our great client is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with a vision to become the trusted information technology advisors to our clients while providing superior, cost effective service. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. Our great client is currently a prime contract holder with the NGA, DLA, DIA, USDA, Coast Guard and many more. Program Description: The U.S. Department of State (DoS), Bureau of Intelligence and Research (INR) mission is to ensure that U.S. diplomacy is informed by the best possible intelligence and analytical insights, and that Intelligence Community (IC) activities are consistent with and supportive of the country's national security and foreign policy objectives. The primary purpose of INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President's representatives (ambassadors) and functional and regional DoS bureaus. Job Description: Monitor and provide staff management of assigned government contract ensuring Service Desk meets contract requirements. Responsible for formulating, enforcing, and enhancing work standards, assigning Contractor schedules, reviewing work discrepancies, supervising Contractor personnel and communicating policies, purposes, and goals of the organization to subordinates. The Service Desk Manager supervises daily Service Desk operations and tasks, supports the continual development of the Service Desk function, and assists with issue troubleshooting and escalation. Responsibilities include, but are not limited to: * Promoting a service-oriented culture within the Service Desk
* Managing Service Desk personnel in the performance of daily responsibilities
* Maintaining the SOPs used within the Service Desk
* Managing Service Desk ticket workflow
* Coordinating changes with incident and problem management processes
* Defining and implementing new or improved operating practices
* Provide resource capacity management to ensure the sufficient personnel are available to meet defined service levels
* Addressing areas where service targets have not been met
* Responding to instances of customer dissatisfaction and making appropriate recommendations for improvement
* Working directly with customers when incident or problem escalation is viewed as necessary
* Serving as liaison for issues requiring CFPB or vendor support
* Delivering management level reporting.
* Provide support and/or coordinate resolution of production/operations-related problems which may include the occasional afterhours, weekend, and/or holiday support; in the event the need arises.
Experience: * Minimum (5) years' experience with managing enterprise service desks
* Demonstrated experience managing Service Desk operations and supervising personnel in a 24x7x365 environment similar in size and scope
* Working knowledge of Solarwinds or similar incident management system, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation
* Demonstrated experience developing and utilizing reports to provide metrics reporting in support of Continuous Service Improvement of Service Desk operations and support
* Demonstrated ability for oral and written communication with the highest levels of management. Required: * Minimum DoDD 8570 IAT Level II Certification or greater
Desired: * ITIL ITSM experience and/or certification * Microsoft Certified Solutions Associate (MCSA) certification
* HDI Certification(s)
* Agile/Scrum Certifications and/or experience * Microsoft Office/365 Certification and/or experience * VMware Horizon certification and/or experience

Recommended Skills

  • 24/7 Services
  • Capacity Management
  • Communication
  • It Service Management
  • Itil
  • Incident Management
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Job ID: 8340_6957531

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