Service Desk Manager

Military Spouse Corporate Career Network•Washington, DC

2d•Onsite

About The Position

The Service Desk Manager at Washington Navy Yard oversees the Deskside Support Services Team and its service delivery. The role covers 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. Support includes conference room dial-in assistance and localized troubleshooting that cannot be resolved using remote Service Desk tools. The manager also provides IT support to CNIC end users and serves as an escalation point for technicians and a team representative in Government meetings.

Requirements

Technical training, an associate degree (AA/AS), or a high school education plus 8 years of related experience in proprietary or off-the-shelf business operations application utilization in a team environment.
At least 3 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; eligibility must be maintained throughout employment.

Nice To Haves

Active security clearance preferred.

Responsibilities

Provide IT support to CNIC end users by phone, email, onsite, or through tickets submitted in an IT service management (ITSM) ticketing system.
Manage the ticket queue and assign tickets from the ticket tracking system.
Ensure all onsite support actions are documented in the Government-designated ITSM ticketing system.
Serve as an escalation point for technicians and represent the team in Government meetings, including the weekly N65 meeting and other assigned meetings.
Provide onsite deskside support at designated Government facilities for incidents and service requests that the Enterprise Service Desk cannot resolve remotely.
Resolve incidents and perform 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 refreshes.
Create, gather, and report metrics on resolved problems and other Help Desk ticket metrics.
Create processes for responding to customer inquiries.
Troubleshoot errors and take prompt, appropriate action on customer complaints.