Service Desk Manager

Tyto Athene, LLC•Fort Meade, MD

4d•Onsite

About The Position

Tyto Athene is looking to hire a Service Desk Manager for a multi-year contract performing at Fort Meade, Maryland. This position performs Service Desk Management and leads all customer support, service level requirements, customer service training, and Information Technology Services Management (ITSM). Responsibilities: Oversee a centralized service desk that manages approximately 350 weekly tickets across. Maintain, analyze, troubleshoot, and repair personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone. Monitors and manages incidents (Tier I, II, & III) within the incident management process for restoration of IT services using service desk center tools. Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required. Demonstrate problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing the efficient use of computing resources. Other duties as assigned. Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM tools, and walk-in requests. Assist in the creation and maintenance of documentation and SOPs.

Requirements

Bachelor’s degree in an IT-related field and at least five years of relevant work experience or High School diploma with at least seven years of relevant work experience.
U.S. Citizenship

Nice To Haves

At least three years of experience leading service desk or help desk teams.
DOD 8570 Compliant Information Assurance Technician (IAT) Level II

Responsibilities

Oversee a centralized service desk that manages approximately 350 weekly tickets across.
Maintain, analyze, troubleshoot, and repair personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone.
Monitors and manages incidents (Tier I, II, & III) within the incident management process for restoration of IT services using service desk center tools.
Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required.
Demonstrate problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing the efficient use of computing resources.
Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM tools, and walk-in requests.
Assist in the creation and maintenance of documentation and SOPs.