Service Desk Manager

VetJobs•Washington, DC

4d•$100,000•Onsite

About The Position

The Service Desk Manager at Washington Navy Yard oversees the Deskside Support Services Team and its service delivery. The role includes physical dispatch for break/fix hardware repairs; IT equipment deployment and lifecycle management; peripheral configuration; physical cable management; IT peripheral and hardware asset management; and end-user support, including conference-room dial-in assistance and localized troubleshooting that cannot be resolved using remote Service Desk tools. The manager provides and coordinates onsite and remote support for CNIC end users, assigns and tracks tickets, ensures support actions are documented in the Government-designated ITSM system, escalates issues, and represents the team in Government meetings. The position also handles incident resolution, break/fix, MAC requests, work orders, asset and inventory control, VIP support, lifecycle management, customer inquiry processes, troubleshooting, and metrics reporting. A favorable T3 (formerly NACLC) background investigation is required, and eligibility must be maintained throughout employment. An active security clearance is preferred.

Requirements

Technical training, an AA/AS degree, or a high school education plus eight years of related experience in proprietary or off-the-shelf business operations application use in a team environment.
At least three years of specialized experience using commercial or proprietary business operations systems.
Demonstrated ability to work independently or under general direction.
Demonstrated subject matter expertise in the specific application being supported.
A favorable T3 (formerly NACLC) background investigation; must maintain eligibility throughout employment.

Nice To Haves

Active security clearance.

Responsibilities

Provide IT support to CNIC end users by phone, email, onsite, or through ITSM tickets.
Manage the ticket queue and assign tickets from the ticket tracking system.
Ensure onsite support actions are fully documented in the Government-designated ITSM system.
Serve as an escalation point for technicians and represent the team in Government meetings, including the weekly N65 meeting on Mondays and other assigned meetings.
Provide physical, onsite deskside support at designated Government facilities for incidents and service requests that cannot be resolved remotely by the Enterprise Service Desk.
Perform incident resolution and break/fix support.
Execute Move, Add, Change (MAC) requests.
Create and execute work orders.
Perform asset management and inventory control.
Provide VIP and executive support.
Perform lifecycle management functions, including technology refresh.
Create, gather, and report metrics on problems resolved and other relevant help desk ticket metrics.
Create processes for responding to customer inquiries.
Troubleshoot errors and take prompt, appropriate action on customer complaints.
Support IT equipment deployment and lifecycle management, peripheral configuration, physical cable management, and hardware and peripheral asset management.
Provide end-user support, including conference-room dial-in assistance and localized troubleshooting that cannot be resolved remotely.