Service Desk Manager

Service Desk Manager

Koniag Information Technology Services (KITS), a Koniag Government Services company, is seeking an experienced Service Desk Manager to support our Army customer in Huntsville, Alabama. This position requires on-site presence in Huntsville, Alabama. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Desk Manager will be responsible for leading and overseeing a state-of-the-art service desk operation supporting AMC personnel across Classified, Unclassified, and DREN environments. This on-site role will oversee the operation of a mission-critical service desk providing technical support for Army Materiel Command's (AMC) Global Information Technology Operations Center (GITOC), Unified Communications (UC), and mission IT systems.

The ideal candidate will have extensive experience managing IT service desk operations within an ITIL framework and leading support teams across multiple network environments. Principal responsibilities will include but are not limited to:

• Lead and manage the service desk team providing mission-critical technical assistance for AMC's GITOC, UC, and mission IT systems
• Ensure effective operation and maintenance of the AMC G-6 ITSM system
• Oversee all aspects of service delivery including incident, request, and problem management
• Monitor and ensure compliance with established Service Level Agreements (SLAs)
• Implement strategies to minimize downtime and maximize service availability
• Coordinate dedicated support for HQ AMC's "Top Six" leadership
• Develop and oversee processes for logging, tracking, and resolving issues received through various channels
• Ensure proper categorization of incidents according to AMC G-6's priority matrix
• Manage scheduling and usage of UC-enabled conference and meeting rooms
• Coordinate UC event scheduling and remote assistance capabilities
• Lead annual reviews of UC, mission IT, and GITOC policies and processes
• Develop and deliver guidance and training to service desk personnel
• Analyze service desk data and trends to identify areas for improvement
• Prepare and present monthly reports on service desk operations and workload
• Implement process enhancements based on performance metrics and feedback
• Ensure accurate ticket information and knowledge documentation
• Oversee incident triage procedures for AMC-managed applications
• Develop strategies to improve user support for AMC-specific IT systems
• Build and maintain relationships with technical teams for effective escalation processes
• Lead continuous service improvement initiatives within the service desk operation

Education and Experience:

• Required: Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
• 5+ years of experience in IT service desk operations
• 3+ years of management experience leading technical support teams
• Extensive experience with ITSM tools and ticket management systems
• Demonstrated experience implementing ITIL processes and best practices

Required Skills and Competencies:

• ITIL V4 Foundation certification (higher-level ITIL certifications preferred)
• In-depth knowledge of service desk management principles and best practices
• Experience managing incident, request, and problem management processes
• Strong leadership skills with ability to motivate and develop technical staff
• Experience monitoring and ensuring compliance with Service Level Agreements
• Demonstrated ability to analyze performance metrics and implement improvements
• Strong understanding of IT service delivery in complex environments
• Experience providing support across multiple network classifications
• Knowledge of report generation and data analysis techniques
• Excellent customer service orientation and communication skills
• Experience managing support for executive-level users
• Understanding of conference room management and scheduling systems
• Ability to develop and implement technical training programs
• Strong problem-solving skills and analytical abilities
• Experience with continuous service improvement methodologies
• Ability to obtain and maintain required security clearances
• Willingness to work on-site in Huntsville, Alabama

Desired Skills and Competencies:

• Master's degree in Information Technology, Business Administration, or related field
• Additional certifications such as PMP, HDI Support Center Manager, or related credentials
• Experience working with Department of Defense or Army IT systems
• Background managing service desks in classified environments
• Knowledge of AMC-specific IT systems and applications
• Experience with Unified Communications platforms and technologies
• Understanding of DREN network environment
• Background in knowledge management and documentation systems
• Experience implementing or optimizing ITSM tools
• Strong budget management and resource allocation skills
• Experience developing service desk policies and procedures
• Background in IT service management in a military environment
• Knowledge of change management methodologies
• Experience with service catalog development and management
• Understanding of IT security requirements in government environments

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.