Service Desk Manager

Omniscius Consulting•Ashburn, VA

2d•Remote

About The Position

We are seeking an experienced Service Desk Manager to provide leadership, direction, administration, quality assurance, and day-to-day oversight of service desk staff supporting a government organization. The service desk operates from an offsite contractor facility.

Requirements

Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or a related field, or equivalent experience.
Minimum of five (5) years of successful leadership experience or equivalent experience.
Demonstrated experience managing complex, multi-task IT contracts or service delivery environments.
Experience planning, organizing, and managing technical or IT support personnel.
Experience providing administrative and technical direction to staff.
Strong leadership, organizational, communication, and customer service skills.
Ability to effectively communicate service status, personnel activities, and technical or administrative matters to Government customers.
Ability to work effectively and independently with minimal supervision.
Ability to obtain and maintain a Public Trust.
Current ITIL certification.

Nice To Haves

One or more Help Desk Institute (HDI) certifications.
HDI Support Center Manager certification is preferred.

Responsibilities

Provide leadership, direction, administration, quality assurance, and day-to-day oversight of service desk personnel.
Manage complex, multi-task IT contracts and ensure successful delivery of assigned services.
Plan, organize, and manage teams of employees performing a variety of technical and IT support functions.
Provide administrative and technical direction to assigned personnel.
Exercise appropriate management authority related to recruiting, hiring, terminating personnel, and committing corporate resources.
Coordinate approved task order activities and ensure contractual requirements are effectively executed.
Establish and improve procedures, processes, and controls as necessary to ensure services meet required schedules and production expectations.
Provide Government customer representatives with regular updates regarding the status, activities, and performance of personnel supporting the contract.
Respond to administrative and technical requests from Government customer representatives.
Apply continuous evaluation and control measures to maintain and improve service delivery.
Work independently and exercise sound judgment with minimal supervision.