Service Desk Manager

The selected candidate will articulate Service Desk activities, risks, and final outcomes based on inputs from Customer Service Leads. This role is responsible for providing a comprehensive operational overview by ensuring the accuracy of all technical metrics, CDRLs, and QASP measurements. Key duties include reporting on service desk and system administration activities, identifying project schedule risks, and documenting performance through major accomplishments, lessons learned, and process improvements. Additionally, the candidate will track meeting action items and ensure all team documentation remains current and strictly followed. By fostering a culture of continuous improvement across both customer service and operations teams, they will maintain high standards of service delivery and procedural integrity, * Daily Operations Leadership: Manage the day-to-day staff and operations of a technical help desk, overseeing Incident Management, Request Fulfillment, and Access Management in coordination with Government leads.

• Workforce & Resource Planning: Align staffing levels with customer demand by closely monitoring ticket trends, inbound calls, emails, and ad-hoc request volumes.
• Metrics & Performance Optimization: Review and analyze all Customer Service metrics and SLAs to identify trends, develop targeted corrective actions, and implement initiatives that improve operational results.
• Strategic Process Development: Develop, optimize, and document processes to ensure the team meets or exceeds customer-defined performance goals and project milestones.
• Tools & Technology Utilization: Leverage ITSM tools (ServiceNow) and MS Office products to efficiently identify, document, track, and resolve technical issues.
• Communications & Quality Assurance: Manage all Service Desk communications, including conducting quality reviews on Daily Status Reports and preparing official announcements for the user community.
• Customer Satisfaction: Measure and actively address customer satisfaction metrics, ensuring the delivery of prompt, professional solutions for all inquiries.
• Training & Best Practices: Train Customer Service Leads and team members on process implementation to ensure teams follow industry best practices and maintain procedural integrity.
• Personnel Management: Conduct performance reviews, track action items, and handle disciplinary actions in accordance with corporate policy.

• Bachelor's degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution and 7+ years of experience in Information Technology
• 2+ years of supervisory experience of a technical team
• Microsoft Visio, Word, Excel, PowerPoint experience
• Experience with basic network troubleshooting
• Experience with system security
• Experience using a Service Desk ticketing system, such as Remedy or ServiceNow
• Experience with ITIL v4 Foundation
• DoD 8570 IAT Level II certification, ex., Security Preferred Qualifications:
• DoD 8140-451 Intermediate Certification (Cloud+ or GICSP or SSCP or GSEC)
• ITIL Intermediate
• Knowledge of Microsoft Windows Systems, HP SANs, VMware products

Security Clearance Requirements:

• US Citizenship required and an active TS clearance with SCI eligibility adjudicated within the last 6 years.

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations.
• Must be able to exchange accurate information in these situations.