Service desk manager job description

The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation.

The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC.

GDIT is seeking an **Enterprise Service Desk Program Manager** in **Washington, DC** supporting a customer contract **.** The selected candidate must be a US Citizen (without dual citizenship) and eligible to obtain a Public Trust clearance.
To qualify, you must meet these requirements:

+ At least 8 years of related management experience with an emphasis on Service Desk and End User Computing programs and/or projects, including mission critical programs, IT systems implementation and solution development

+ At least 5 years of proven experience managing a program with at least 50 personnel delivering Enterprise Operations Support Services to at least 6000 end users across multiple locations

+ At least 3 years of experience interfacing and presenting to C-level executives

+ Bachelor's degree. May be substituted with 6 additional years of related experience

It would be great if you also had:

+ ITILv3 certification

+ PMI's PMP certification preferred

Other qualifications include:

+ Excellent communication skills.

+ Strong analytical and problem solving skills to troubleshoot and resolve issues relevant to business operations.

+ Ability to balance and prioritize work

+ Self-starter

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

The Service Desk Manager role is responsible for managing the Service Desk team and associated workload. The successful candidate improves the productivity of the team by reviewing existing processes to identify and resolve process gaps. Reviews/documents work flows to identify practices that can be simplified as well as recommends new tools/services as required. The Service Desk Manager Expertise in troubleshooting core services such as Windows 10, Microsoft O365 applications, HP MFD printers, desktop applications and manage the PC lifecycle and associated tools for the organization. The manager will work with all levels of the organization and must be comfortable presenting to and communicating with various audiences.

Experience Required:

• Service Desk Manager possess experience in the day-to-day operation and direct supervision of all Service Desk personnel
• Analyze the work of subordinates and take appropriate steps for the retention or other personnel actions.
• Creating an effective working relationship with the COR, COTRs, and the CIO management team
• Requires experience in the technical areas of telecom circuits, Cisco, Palo Alto, Aruba Wireless and NAC, Nutanix, Citrix, and Azure environments
• Troubleshoots, researches, diagnoses, documents, and resolves technical incidents related to MS Windows OS, MS O365 applications, email, VPN connectivity, and hardware/peripheral equipment.
• Executing operational, program management, and quality control plans
• Remediate PC vulnerabilities as required
• Active Directory and Group Policy management experience
• Well organized with the ability to coordinate and prioritize multiple tasks simultaneously.

Qualifications Requirements:

• Bachelors of Science degree in Computer Science or closely related field
• Possess a HDI Support Center Manager certification
• A minimum of eight (8) years of service desk/help desk management experience
• Active Security Clearance

Desired Qualifications

• Excellent communicator
• Solid relationship builder
• Two of the following IT certifications: CompTIA A+ Certification CompTIA Network+ Certification CompTIA Security+ Certification MCSA: Windows 10 MCSE: Desktop Infrastructure certification
• Quality Certification (ITIL, or other)

ZENETEX specializes in management and technology support services for a variety of Federal agencies and commercial organizations nationwide. "Because Service Matters" is our corporate cultural philosophy that brings total focus to both our employees and our customers. We have an immediate opportunity for a senior Information Technology Service Management (ITSM) visionary with strong Project Management skills to fill a highly strategic role as our Service Desk Tools Project Manager directly supporting our government customer at NAS Patuxent River, Maryland.
Responsibilities

The Service Desk Tools Project Manager will:

+ Serve as the program's ITSM Subject Matter Expert and provide Department Level strategic guidance to our government customer

+ Provide leadership and management in a team environment in order to coordinate and manage long-term enterprise digital transformation of the organization

+ Provide management and project oversight for all ITSM efforts including coordinating and facilitating internal and external ITSM related meetings and resulting action items

+ Gather customer requirements and develop business cases

+ Develop, prepare and update ITSM project plans

+ Assignment, organize and prioritize tasks, and perform resource allocation

+ Identify, track and communicate system/project risk and mitigation strategies

+ Lead ITSM strategic planning for present and planned systems by generating cost projections and providing roadmap recommendations

+ Develop and present top-level briefs to senior leadership on the ITSM development, integration efforts, and roadmap

+ Manage the day-to-day service delivery, development, implementation, and sustainment of the ITSM tools and Data Analytics/Metrics Reporting capabilities

+ Manage the operational environment, organizational relationships, and service delivery activities, in coordination with Government personnel, other IT service providers, and all third-party providers associated with delivering or supporting the Government IT environment

+ Work with Technical Leads and Subject Matter Experts to quantify service disruptions and facilitate after action problem management and service delivery issues

Qualifications

+ Bachelor's degree* (or higher) is required. (*additional experience or demonstrated specialized expertise may be substituted for education)

+ 10+ years of ITSM and Project Management experience is required

+ Project Management Professional (PMP) certification

+ ITIL v3 Expert and/or ITIL4 Managing Professional certification

+ Prior experience working on high-visibility or mission critical aspects of a given program

+ Demonstrated ability to performs all functional duties independently.

+ Demonstrated ability to manage or oversee the efforts of less senior staff

+ Experience with develop project plans using MS Project and developing Plan of Action and Milestones (POAMs)

+ Security+ and an Operating Systems certifications (may be obtained with 3 months of starting employment

Security Clearance

+ This position will require U.S. citizenship and the ability to obtain and maintain a DoD Secret clearance with T5 (previously SSBI). Preference will be given to those with a current active security clearance.

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.