Service Desk Manager - Contingent
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. This is a contingent position, meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification.
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.
- U.S. citizens or currently authorized to work in the United States on a full-time basis.
- Ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements.
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.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Family Leave (Maternity, Paternity)
- Short Term & Long-Term Disability
- Training & Development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
