Service Desk Manager (Planned Position)

MicroHealth, LLC • Vienna, VA

1d

About The Position

MicroHealth is seeking an experienced Service Desk Manager to provide overall project management of complex, multi-task IT contracts. This leadership role requires a strategic thinker who can effectively manage technical teams while ensuring exceptional service delivery

This is a Planned position.

Requirements

• Bachelor's degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or equivalent field
• Minimum five (5) years of successful leadership or equivalent experience
• Demonstrated track record in service desk or IT support management
• Experience managing complex IT contracts and multi-disciplinary teams
• ITIL Certification (Required)

Nice To Haves

• One or more Help Desk Institute (HDI) certifications
• HDI Support Center Manager certification (Preferred)

Responsibilities

• Project Management: Oversee overall project management of complex, multi-task IT contracts
• Team Leadership: Plan, organize, and manage groups of employees engaged in various technical duties
• Administrative & Technical Direction: Provide comprehensive guidance to personnel with corporate authority to recruit, hire, and terminate personnel
• Resource Management: Commit corporate resources and coordinate approved task orders
• Process Improvement: Establish improved procedures and controls to ensure all services meet schedule and production requirements
• Customer Relations: Provide customer representatives with status updates and activities of personnel covered under contract
• Responsive Management: Address administrative or technical requests from customer representatives
• Quality Control: Apply continuous evaluation and control measures to maintain service excellence
• Autonomous Operation: Work independently without supervision

What This Job Offers

• Career Level: Manager