IT Service Desk Manager

*This position is onsite position. Security + certificate is mandatory for this position.

ROLES AND RESPONSIBILITIES

• Be the on-site service desk manager overseeing a 15-person team
• Manage and track service desk workflow using IVANTI HEAT Information Technology Service Management System (ITSM) to include overseeing personnel onboarding, transfers, and offboarding activities
• Manage and track account creation, account deactivation, and internal transfers within the SSP organization
• Manage, track, and document break/fix activities from initial request through request completion using IVANTI HEAT ITSM
• Serve as supervisor for Craytek personnel assigned to service desk team and lead other matrixed team members assigned
• Develop/Manage/Oversee training requirements for assigned service desk team members
• Functions as Incident Manager
o Responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting
o Represents the first stage of escalation for Incidents should these not be resolvable within the agreed Service Levels
o Escalates appropriate Incidents to the Problem Manager in collaboration with Technical Lead and/or Project Manager
• Informs the customer and Project Manager of outages, whether planned or unplanned
• Manages laptop, computer, Smartphone, and Tablet PC issuances and maintains accurate inventories of each
• Reviews Events of the Days and ensure appropriate parties are aware of significant issues or concerns
• Coordinates actions with PM, Technical Leads, and VTC Engineer as necessary
o Alerts Project Manager, VTC engineer, and Technical Lead concerning any VTC issues as well as upcoming special projects or events requiring special VTC support
• Oversees preparation, testing and updates of client images
o Includes application upgrades that are part of standard baseline image
• Oversees and assist with the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices for both SIPRNET and NIPRNET clients
• Oversees and assist with the maintenance, troubleshooting and administration of Smartphones and Tablet equipment
• Support Microsoft Office applications and other customer applications
• Support specialized software for Navy, Marine Corps, and overall Command job functions
• Maintain system documentation regarding physical topology, equipment, environment, and software
• Other duties as assigned.

EMPLOYEE TIMECARD MAINTENANCE

• Ensure assigned employees fill in their timecards correctly daily and that they reflect actual hours worked by COB Monday every 2 weeks

COMMUNICATIONS WITH UPPER MANAGMENT

• Excellent telephone etiquette, oral, and written communications skills
• Ability to work independently with minimal supervision
• Ability to provide guidance and supervision to a diverse working team
• Excellent interpersonal skills with ability to interact with end users at all levels
• Ability to undertake self-managed initiatives and develop processes, standard operating procedures, and documentation for the service desk team
• Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements/etc.

QUALIFICATIONS
• Active DOD Secret Clearance is required for this position
• CompTIA Security+ (or DoD 8570.01 equivalent) and OS certification required (Windows 11 or equivalent) required
• Must be process and detailed oriented; ITIL experience preferred.
• Knowledge of IVANTI HEAT ITSM, MS Office Suite (Outlook, Excel, Word, PowerPoint), Adobe Acrobat, and other general applications (candidates with extensive REMEDY or ServiceNow experience will be considered)
• Associate’s degree in Computer Science or Information Systems related field required
• 5-7 Years’ experience in Service Desk/Help Desk leadership roles required
• Knowledge of the principles, methods, and techniques involved in service desk operations, support technician operations, and basic Active Directory functions
• Knowledge of and ability to use and install relevant hardware, software and other equipment
• Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals
• Capable of working in a demanding environment of near 100% system availability and be able to render solutions to issues in a timely manner
• Excellent telephone etiquette, oral, and written communications skills
• Ability to work independently with minimal supervision
• Ability to provide guidance and supervision to a diverse working team
• Excellent interpersonal skills with ability to interact with end users at all levels
• Ability to undertake self-managed initiatives and develop processes, standard operating procedures, and documentation for the service desk team
• Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements/etc.
• Information technology Infrastructure library (ITIL) experience preferred




ADDITIONAL DESIRED QUALIFICATIONS:
• Information technology Infrastructure library (ITIL) certification highly desired
• Bachelor of Science in Computer Science or Information Systems Related field highly desired