IT Service Desk Manager Jobs

On-Site Service Desk Manager

This position is an onsite role located in Navy Yard, DC. Security clearance level is Secret. The experience required is mid-level career with 5+ years of experience. Salary is not specified.

Job Description:

This position requires an on-site service desk manager overseeing a 15-person team. Responsibilities include managing and tracking service desk workflow using IVANTI HEAT Information Technology Service Management System (ITSM), overseeing personnel onboarding, transfers, and offboarding activities, managing account creation, account deactivation, and internal transfers within the SSP organization, managing and tracking break/fix activities using IVANTI HEAT ITSM, serving as supervisor for Craytek personnel assigned to service desk team and leading other matrixed team members assigned, developing/managing/overseeing training requirements for assigned service desk team members, functioning as Incident Manager, informing the customer and Project Manager of outages, managing laptop, computer, Smartphone, and Tablet PC issuances and maintaining accurate inventories of each, reviewing Events of the Days and ensuring appropriate parties are aware of significant issues or concerns, coordinating actions with PM, Technical Leads, and VTC Engineer as necessary, overseeing preparation, testing and updates of client images, overseeing and assisting with the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices for both SIPRNET and NIPRNET clients, overseeing and assisting with the maintenance, troubleshooting and administration of Smartphones and Tablet equipment, supporting Microsoft Office applications and other customer applications, supporting specialized software for Navy, Marine Corps, and overall Command job functions, maintaining system documentation regarding physical topology, equipment, environment, and software, ensuring assigned employees fill in their timecards correctly daily and that they reflect actual hours worked by COB Monday every 2 weeks, and excellent telephone etiquette, oral, and written communications skills.

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.