Sr. Service Desk Manager II (6085)

Metrostar Systems • Arlington, VA

116d • $78,000 - $140,000

About The Position

As a Sr. Service Desk Manager II, you'll lead and optimize service desk operations, supervising Tier 1 and Tier 2 technicians, driving performance excellence, and ensuring seamless technical support delivery, with the goal to make an impact across the federal government. Our Team is responsible for delivering reliable, responsive, and high-quality IT support across the organization, and you'll strengthen operations, elevate technician performance, and drive service excellence that directly impacts the federal government's mission success and our organization's growth. We know that you can't have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

Requirements

• Ability to commute to Rosslyn, VA.
• A high school diploma (minimum).
• Experience with ServiceNow to manage and monitor service requests.
• 7+ years of Sr. Service Desk Technician experience, to include leading a team.
• Experience supporting foreign missions at agencies like the Department of State.
• Ability to develop and maintain trusted, collaborative relationships with customers and colleagues.
• Experience streamlining IT services delivery and operations for a 24/7/365 program.
• A continual service improvement and governance driven mindset, with knowledge of process improvement and quality improvement based on ITIL and PMI best practices.
• 2 years of experience with the ability to learn quickly and follow detailed technical instructions.
• Excellent oral and written communication skills.
• An Active Top-Secret clearance (clearable up to Top Secret/SCI).

Responsibilities

• Provide program support as a Service Desk Supervisor.
• Supervise Service Desk Technicians Tier 1 and 2.
• Be responsible for the daily operation of the Service Desk team.
• Coordinate part-time schedule.
• Prepare executive-level reports that ensure optimal performance and maintain records of service level agreements for customers.
• Review daily operations and performance to ensure service levels and operational standards are met.
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.
• Maintain service desk documentation.
• Address quality issues and improve performance.
• Provide technical assistance via phone, email and additionally in person, as required.
• Provide ad-hoc equipment and software tutorials.

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and holidays
• Parental Leave and dependent care
• Flexible work arrangements
• Professional development opportunities
• Employee assistance and wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED