Service Desk Manager - Military veterans preferred



  full-time   employee

United States


Job Description:

The Help Desk Manager will oversee Service Desk Coordination, End User IT Desktop and Laptop Support, IT Lifecycle Management, Mobile Computing Support, Audio Visual Technical Support, Develop SOPs, Implement Service Improvements.   The well-qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the organization. The candidate must be a self-starter, providing leadership, technical direction and supervision to personnel supporting the operations and maintenance activities across the enterprise. The candidate must be capable of evaluating service performance metrics, communicating system performance, and leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure program is performing optimally. Candidates must be able to meet or exceed all operational and performance based metrics associated with the incident and service request process, as well as ensure all critical/high and/or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets.


Specifically, candidate will:

  • Coordinate with COR to ensure that contract the Quality Assurance Plans (QAP) and Service Level Agreements (SLA) are being met.

  • Ensure that the Incident, Change, and Problem Management Processes are followed to implement all system changes.

  • Ensure review of requests and incidents for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load.

  • Ensure use of remote desktop tools, when possible, to resolve user requests, when customer has explicitly authorized the use of remote technologies.

  • Coordinate service requests that involve other customer/vendor IT support teams. Ensure professionalism and develop good relationships with customers, third-party IT providers, and other IT Teams within the customer environment.

  • Ensure that Leadership is kept apprised of all issues that could cast a favorable or unfavorable light with either customers or external stakeholders.

  • Ensure customer standard operating procedures are adhered to and in collaboration with COR are amended or developed as needed.

  • Ensure documentation and procedures are adhered to in order to achieve high-level customer satisfaction and ensure customer meets its documented service levels and quality assurance plans.


Education and Experience:

Bachelor degree and 9 years experience, preferably in a related technical field, and at least two (2) years of full-time technical experience with installing, configuring, and troubleshooting interconnected small systems.  An additional five (5) years of related full-time related broad technical experience can be substituted for the degree.


Required Skills:

  • Candidates must hold MCP/MTA, CompTia A+, Apple Certified Support Professional (ACSP) and Microsoft Certified Solutions Associate certifications.  An MCSE is acceptable in lieu of MCSA.

  • Two or more years of full-time experience installing and configuring Windows 7 and Mac OS X. 

  • Technical competencies in Mac/Windows Patch Management, Endpoint Management, Security Planning and Vulnerability Remediation.

  • Two or more years of experience supporting client configuration, administration and network access in a diverse environment. 

  • Extensive knowledge of Microsoft server products and applications, Active Directory, Group Policy, LDAP, ADFS, DNS, and DHCP.

  • Experience in Microsoft, Unix and Apple environments are required. 

  • Experience with the installation, configuration and use of a wide range of COTS desktop and network software, and COTS desktop hardware. 

  • Demonstrated ability to lead junior staff, perform complex technical analysis, work effectively as part of a team, and communicate effectively with team members, other teams, managers and Government personnel

  • Must have ServiceNow experience.

  • Intermediate/Advanced Excel skills. 

  • Able to obtain Public Trust clearance.


Desired Skills:

  • Help Desk Institute – HDI certification, ITIL or CCNA, and other certifications are a plus.

  • Experience with UNIX is a plus.

  • Prior experience at NIH preferred.