Service Desk Manager *Clearance, Security + Required*
 TEKsystems | |
$35.00 - $38.46 / hr
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life insurance, sick time, 401(k), retirement plan
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 United States, Alabama, Montgomery | |
 Feb 13, 2025 | |
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*Description*
Motivated and experienced Service Desk Manager to help lead a multi-location 24x7x365 global Enterprise Service Desk primarily in Colorado Springs, CO but with other alternate locations including Gunter, supporting a U.S. Air Force program. The Service Desk Manager is responsible for managing daily operations of the alt Service Desk, managing their Service Desk team, representing the team to other stakeholders, and helping to ensure that the Service Desk is meeting Service Level Agreements (SLAs). To meet these demands, a qualified Service Desk manager must possess skills including decisiveness, flexibility, and the ability build a cohesive team of technicians while meeting strategic objectives and remaining calm-under pressure. This position is on-site and considered "Mission Essential". What you'll do: * Manages team providing Tier 2-3 support services for computer system(s) and network users or other technical products and services * Ensures maximum issue resolution in minimum time to meet Service Level Agreements (SLAs) * Works with the Lead Service Desk Manager (and Operations Manager) to execute the Service Desk mission and coordinate communications to the rest of the Service Desk alt locations. * Establishes objectives and directs team activities to improve technical support practices in the areas of quality, knowledge-centered support resolution and timeframes * Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved * Manages personnel activities (trains, schedules, appraises, rewards, motivates, disciplines, recommends termination, etc.) Works with Operations Manager to interview and hire. * Assists users with computer hardware and/or software applications (account creation, website access, email setup, troubleshooting, etc.) * Coordinates with relevant stakeholders, including the Service Desk team, customers, vendors, and other Peraton teams that are on the contract * Responds to Service Requests, Incidents, and Changes IAW published SLAs * Supports service catalog documentation and maintenance * Ensures team performs requested Move, Add, Change, Delete(MACD) actions and documents all their actions in tickets * Provides weekly status reports documenting work performed * Assists Operations Manager in other duties as assigned * Ensure staff are credentialed, have all accounts and access as necessary, and are fully productive. * Perform any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization's Values 6 years of experience, may have supervisory or lead experience What you'll need: * Must have an Active DoD Secret clearance * Experience working with BMC Remedy ticketing system * Knowledge and understanding of all relevant industry standards * Knowledge and understanding of best practices for service management * Familiarity with Active Directory (AD) and Windows OS devices * Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards * Excellent communication and customer service skills * High level of integrity * An ability to think critically about systems and to adjust consistently as needed * Effectively managing, developing, and training the service desk team * Maintain a high level of customer satisfaction for on-site and remote customers * Maintaining processes and procedures documentation Certifications: * ITIL Foundations * Security+ CE Desired experience: * Air Force Network IT experience preferred Comments for Suppliers:This position is contingent on a contract modification and funding, both of which are due soon. This position is for a Enterprise Service Desk Manager. The position is 100% on-site managing a local and remote team. Must have Active Secret and Sec+ CE., and ITIL4 foundations. 40 hours per week, no overtime. *Skills* Active, Directory, Windows, Powershell *Top Skills Details* Active,Directory,Windows,Powershell *Additional Skills & Qualifications* 1. Good communication skills to interact with team members and support personnel 2. Good interpersonal skills to interact with customers and team members 3. Ability to work in a team environment and on swing or night shift 24x7x365 *Experience Level* Expert Level *Pay and Benefits* The pay range for this position is $35.00 - $38.46/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) *Workplace Type* This is a fully onsite position in Montgomery,AL. *Application Deadline* This position is anticipated to close on Feb 26, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. | |