Service Desk Manager - Contingent

Aretum•McLean, VA

96d

About The Position

Aretum is seeking a skilled and motivated Service Desk Manager. The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Requirements

At least 5 years of experience managing an IT service desk.
Associate degree or additional equivalent experience.
CompTIA A+ certification.
Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
Strong demonstrated leadership abilities.
Experience researching and developing employee training and performance improvement plans.
Strong working knowledge of desktop and laptop hardware and peripherals.
Strong knowledge of Windows 10, and OSX operating systems and common office applications.
Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
Excellent proven written and verbal communication skills.
Strong problem solving and research skills.

Nice To Haves

Experience with ServiceNow.

Responsibilities

Provides daily supervision and direction to staff who are responsible for service desk activities.
Manage staff conducting phone and in person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract.
Oversee personnel that are the first point of contact for troubleshooting hardware/software PC and printer problems.
Utilize issue tracking systems to monitor work requests.