Service desk manager jobs near me

Trimac isn't just a transportation company; it's an industry disruptor with a remarkable 80-year legacy of safely delivering products that improve people's lives across North America. Our workplace culture is centered on being safe, respectful, innovative and inclusive. We are committed to maintaining a rewarding work environment that allows employees to experience new opportunities and build their chosen careers. Across the company, we encourage open communication, champion integrity, celebrate individuality and cultivate diverse talents and perspectives. If you're ready for a challenge that will help drive forward an industry leading team, we invite you to begin your journey with us. Job Details: The Service Manager is responsible for the evaluation and development of processes and procedures for washrack, shop and environmental activities. This individual will also be responsible for the local development of commercial shop and washrack business. Responsibilities: • Ensure the cleaning techs and mechanics have proper instruction and procedures to perform their duties safely and efficiently. • Respond to all cleaning techs concerns and act on them promptly as they relate to: Safety, • Mechanics & Cleaning techs abilities to perform his/her duties effectively, Opportunities that would increase efficiency for both the Company and the customer, cleaning procedures and equipment needs & Maintenance procedures and equipment needs. • Evaluate daily capacities and thru-puts on shop and washracks to determine any areas of improvement in efficiencies concerning cleaning processes and procedures. • Coordinate and carry out solicitation of potential new commercial shop and washrack business. • Manage existing commercial customers to ensure our washracks and shops are consistently meeting requirements. Communicate any problems associated with service to the Branch Manager with recommendations for improvements. • Monitor chemical inventory level. Measure amount consumed relative to activity. • Manage effluent disposal and ensure compliance with all environmental guidelines and regulations at a branch level. • Maintain equipment according to company guidelines, along with Federal agency guidelines. • Track and maintain inventory. • Develop new commercial maintenance and cleaning revenue. • Track shop and washrack revenue numbers compared to plan and goals. • Ensure cleaning tickets are approved and entered the cleaning system timely. • Where applicable ensure invoicing for commercial cleaning accounts is completed daily. • Track productivity and KPI's on the washrack and report these to the Area Manager. • Ensure commercial accounts receivables are kept current. • Ensure all work orders are approved and entered. • Ensure the washracks and shops meet all customer requirements, and any changes are communicated immediately. • Service failure reports are recorded and brought to the attention of the Area Manager or designate. • Utilize sales report form to report commercial sales activity to the Area Manager. • Ensure all shop and washrack equipment meets regulatory and corporate compliance. • Assist in ensuring processes allow cleaning techs and mechanics to complete their duties in a safe manner. • Assist in ensuring safety equipment is available and in use by employees at all required times. • Accountable for developing an environment that adheres to the companies Safety, Health, Environmental and Security policies. • Maintain process control and respond to needed or required changes as they occur. • Maintain and control environmental regulations and report discrepancies to Environmental Department and Area Manager. • Maintain control of disposal activity with all wastes generated by the facility. Qualifications: • 5-7 years of related experience and/or training. • High School Diploma Mandatory, bachelor's degree preferred. Benefits: We invest in our employee's growth through training and development programs. We offer a comprehensive benefits package such as: Medical, Dental, Vision, Life Insurance, and many more health and wellness benefits Paid vacation, floating holidays, sick time, and company holidays Paid time off for volunteer activities to help give back to our communities Tuition Reimbursement Program to achieve your educational goals Continuous learning and career development Safety Commitments: We make safety a part of every decision We make safety personal We have the courage to intervene

Key Responsibilities Strategic Planning: Develop and implement the overall strategy for a specific product line to align with business goals. Market & Customer Understanding: Conduct market research, analyze competitor offerings, and act as a customer advocate to identify market opportunities and needs. Product Development: Oversee the product lifecycle, from defining requirements and features to launching new products and managing their ongoing performance. Cross-Functional Leadership: Collaborate with design, engineering, marketing, and sales teams to ensure products are developed and brought to market successfully. Performance & Profitability: Monitor and manage the profitability of the product line, making strategic pricing and promotion decisions. Market Trends & Forecasting: Stay informed on emerging market trends and forecast customer demand to anticipate future product needs. Key Skills & Qualifications Educational Background: Typically requires a bachelor's degree in a field such as business, marketing, or engineering. Industry Experience: Several years of experience in product management or a related area is often required. Analytical & Mathematical Skills: Strong ability to analyze data and market trends to make informed decisions. Leadership & Communication: Proficiency in leading cross-functional teams and effectively communicating product vision and requirements to stakeholders. Project Management: Excellent organizational, time management, and change management skills. BENEFITS: o Paid Sick Leave where applicable by State law o Benefit offerings for full-time employment include medical, dental, vision, and a 401k plan offered Salary Range: 100-115K/YR Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to ******************************************* The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act • Los Angeles City Fair Chance Ordinance • Los Angeles County Fair Chance Ordinance for Employers • San Francisco Fair Chance Ordinance

The Commercial Service Manager - Roofing plays a critical role in overseeing and managing roofing service operations within the commercial sector. We are expanding our services division and this division is growing very quickly and we are hiring a service manager who's looking to grow with the company using your own book of business from contacts you have gotten from the job industry. This is strictly a re-roofing division where we are looking for renovation of pre-existing roofs. This position focuses on ensuring high-quality service delivery, business development, and customer satisfaction while leading a team of skilled professionals in the roofing industry. Key Responsibilities Manage and oversee the daily operations of the commercial roofing service department. Develop and implement strategies for business development to drive growth in service contracts and customer acquisition. Ensure compliance with safety regulations and quality standards in all roofing projects. Collaborate with construction teams to provide effective solutions for roofing needs in commercial and industrial settings. Lead, train, and mentor a team of service technicians to enhance performance and service delivery. Maintain strong relationships with clients, addressing their needs and ensuring a high level of customer satisfaction. Prepare and manage budgets for service operations to ensure profitability. Conduct regular inspections and assessments of roofing systems to recommend maintenance and repairs. Qualifications Bachelor's degree in business administration, construction management, or a related field. Proven experience in the roofing industry, particularly in commercial and industrial roofing. Strong knowledge of roofing systems, including waterproofing, low slope, and sheet metal roofing. Demonstrated experience in a service management role, ideally within the construction or roofing sectors. Excellent leadership and team management skills. Strong business development acumen and customer relationship management skills. Ability to analyze financial data and manage budgets effectively. Benefits Salary: 100 - 150k Base (Dependent on book of business) Negotiable Commission Structure Medical Dental Vision PTO Email Your Resume In Word To Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also: jon.quickel@cybercoders.com Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : JA12-1844674 -- in the email subject line for your application to be considered.*** Jon Quickel - Recruiting Manager For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This job was first posted by CyberCoders on 03/13/2025 and applications will be accepted on an ongoing basis until the position is filled or closed. CyberCoders is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements.

Job Title: IT Service Desk Manager Salary/Payrate: $140K-$185K annually AWESOME benefits!!! Work Environment: Hybrid (2 days WFH after initial ramp up period of 90 days) Term: Permanent / Fulltime Bachelor's degree required: PREFERRED Referral Fee: AMS will pay $500 should the person you refer gets hired JOB DESCRIPTION #LI-MG1 The IT Service Desk Manager is responsible for the supervision, management, maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users firm wide in a fast paced 24/7 environment. Responsibilities include but are not limited to: Supervising the IT Service Desk Supervisor and IT Service Desk Analysts ensuring quality customer service to the firm. Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved). Scheduling the firm's Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment. Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. Providing career development guidance to staff and recommending training paths. Identifying metrics and collecting associated data to ensure optimal Service Desk operations. Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner. Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution. Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues. Reviewing, editing, and maintaining support services knowledge database. Providing feedback to the Training Manager to ensure training programs meet the needs of the firm's end users. Supervising planning and management of location specific projects; i.e., laptop replacement. Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently. Supporting, upholding, and encouraging compliance with all computer related policies throughout the enterprise. Supporting firm policies and procedures related to the Information Technology Department. Qualifications: Four-year college degree preferred; equivalent experience will be considered. Minimum six years' experience in providing end-user support. Minimum of three years' supervisory experience in a Help Desk or Service Desk environment. Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity. Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software. Strong leadership, interpersonal and customer service skills and personal initiative. Proven project management skills and an ability work under time constraints to meet deadlines. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information. Ability to strategically maintain financial/budgetary information. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to be a change agent and drive new firm initiatives. Ability to demonstrate strategic focus. Ability to define goals and follow though to achieve results. Excellent organization and communications skills, both oral and written. Ability to work in a fast-paced environment while exhibiting a strong attention to detail. Flexibility to work additional hours, as necessary.

Responsibilities The IT Service Desk Manager is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support and customer service to end users. This role manages a team of service desk technicians, analysts and leads, sets performance standards, and drives continuous improvement in service delivery aligned with ITIL best practices. The manager serves as the primary point of escalation for complex issues, coordinates with infrastructure, applications, and data teams, and ensures incidents, service requests, and problems are resolved within agreed service levels. They are responsible for ensuring proper development and maintenance of knowledge base resources, optimize workflows through automation and reporting, and monitor performance metrics to identify trends and opportunities for process improvement. The IT Service Desk Manager also partners with both internal and external teams to understand evolving technology needs, translates them into service improvements, and fosters a customer-focused culture within the IT organization. This position requires strong leadership, technical expertise, and the ability to balance operational excellence with strategic planning. Responsibilities: Leadership and Management Lead, mentor, and develop a team of service desk technicians, analysts, and leads. Manage staffing, scheduling, and performance evaluations Foster a culture of accountability, collaboration, and customer-centricity. Identify opportunities to automate routine tasks and workflows to improve team efficiency. ITSM and ITIL Process Ownership Oversee incident, request, problem, and change management processes Ensure adherence to ITIL standards and drive process improvements. Develop and monitor SLAs, KPIs, and service metrics to ensure high performance and compliance. Implement automation within ITSM tools to streamline ticket routing, escalation, and resolution Operational Excellence Manage the day-to-day operations of the IT service desk. Ensure timely resolution of technical issues and service requests. Develop and maintain knowledge base articles and support documentation Customer Experience Serve as the escalation point for complex or high-impact issues Champion user satisfaction through proactive communication and service quality. Conduct regular service reviews and feedback sessions with stakeholders. Use automated surveys and feedback tools to measure and improve customer satisfaction. Technology and Tools Administer and optimize ITSM platform. Collaborate with infrastructure and application team to resolve systemic issues. Drive automation efforts for Support onboarding/offboarding processes and asset lifecycle management. Field Engagement: Visit company locations to evaluate technology needs, provide support, and gather user feedback on IT services. Own startup and shutdown process for remote job sites, ensuring timely deployment and decommissioning of IT services. Coordinate the provisioning of network connectivity, hardware, and access to corporate resources to enable seamless operations for remote users. Work closely with operations and infrastructure teams to ensure readiness and compliance with IT standards. Education & Certification: Bachelor's degree in Information Technology, Computer Science, Business, Engineering, Finance, or a related field Relevant certifications, such as PMP or ITIL V4 Foundation are advantageous. Preferred Certifications: ITIL v4 Intermediate or Managing Professional Microsoft Certified: Modern Desktop Administrator Associate HDI Support Center Manager or similar service desk leadership certification Qualifications Education & Certification: Bachelor's degree in Information Technology, Computer Science, Business, Engineering, Finance, or a related field Relevant certifications, such as PMP or ITIL V4 Foundation are advantageous. Preferred Certifications: ITIL v4 Intermediate or Managing Professional Microsoft Certified: Modern Desktop Administrator Associate HDI Support Center Manager or similar service desk leadership certification Experience: 8-10 years of IT experience, including 3+ years in a leadership role. Experience managing IT support for 2,000+ end users across multiple locations or business units. Demonstrated experience implementing and managing ITIL-based processes (incident, problem, change, request fulfillment) Experience in training and coaching service desk staff, including performance management and career development. Proven success in developing and executing process improvement initiatives to enhance service delivery and operation efficiency. Hands-on experience with ITSM platforms such as Freshservice, ServiceNow, or Jira, as examples. Experience in developing and reporting on SLA's, KPIs, and customer satisfaction metrics. In-depth experience with enterprise IT environments, including Active Directory, Microsoft 365, endpoint management, and remote support tools. Experience implementing automation in service desk operations, including scripting, workflow design, and tool integration. Required Skills and Knowledge: Strong understanding of ITIL v4 principles and ITSM frameworks. Excellent technical troubleshooting and problem-solving skills. Proficiency in Windows, iOS, network fundamentals, and common enterprise applications. Experience with scripting and automation tools ( e.g., ITSM tool workflows, PowerShell, Python). Strong written and verbal communication skills. Project management skills, including planning, execution, and stakeholder coordination. People management skills, including team development, coaching, and performance management. Ability to manage multiple priorities and work under pressure.

Responsibilities Do you want to be part of a team that supports one-of-a-kind Computer Network Operations (CNO) capabilities and systems? Peraton is looking for someone who can perform responsibilities as the Service Desk Manager. In this role you will manage 24/7/365 service desk support. Oversee Tier 1 Service Desk support, (e.g., Service Desk as a Service (SDaaS), ITSM Software as a Service (SaaS), enterprise end-user support, and overall escalation support). Oversee Tier 2 IT operations control support in the form of systems and technical generalists that resolve incidents and requests independent of further escalation to dedicated technology SMEs. Manage the Help Desk ticket escalation support to the Army and DISA for all DoDIN and DoDIN-S issues above or outside the direct O&M of the RCC, including mobile device support. Qualifications Basic Qualifications: A minimum of 10 years of relevant IT experience A minimum of 5 years of hands-on service desk management experience. Active Secret security clearance Desired Qualifications: Experience managing service operations, as a service manager, against SLAs on a DoD Task Order/contract. Possess an ITIL v3 Practitioner or ITIL V4 equivalent certification Possess the appropriate certifications to achieve DoD 8140 Information Assurance Manager (IAM) Level I (CAP,CND, Cloud+, GSLC Security+ CE) Experience with the Army National Guard Cyber Operations Peraton Overview Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure. Target Salary Range $86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

As Service Desk Manager, you'll oversee Service/Help Desk operations and ensure the delivery of high-quality support services. This role involves managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services. 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. If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below! What you'll do: Monitor and prioritize incoming service requests, incidents, and problems to ensure timely resolution. Coordinate and manage shift schedules to maintain 24/7/365 Service Desk coverage. Track and analyze performance metrics, identifying areas for improvement and implementing solutions. Serve as the primary escalation point for high-severity incidents, coordinating resolution efforts across teams. Conduct regular team meetings and training sessions to enhance skills and maintain alignment with goals. Update and maintain knowledge base articles to support end-users and Service Desk analysts. Collaborate with IT teams to resolve recurring issues and improve system reliability. Prepare reports on Service Desk performance, including SLA adherence, ticket resolution times, and customer satisfaction scores. What you'll need to succeed: Active DoD Secret security clearance Bachelor's Degree from an accredited college or university + 8-years of relevant experience. 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes. 3+ years' experience managing a 24/7/365 Service Desk supporting 15+K Users. You currently hold the following certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms. Excellent communication and collaboration skills. Strong customer service orientation and the ability to build positive relationships with stakeholders. Ability to manage multiple priorities and deliver results in a fast-paced environment. SALARY RANGE: $124,000 - $138,000 The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including: The candidate's professional background and relevant work experience The specific responsibilities of the role and organizational needs Internal equity and alignment with current team compensation This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include: Performance-based bonuses Company-paid training and/or certifications Referral bonuses To apply for this position, please submit your resume via the form below or through our careers page: ******************************* Application Deadline: Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration. Additional Compensation: This role may also be eligible for bonuses and/or additional incentives based on individual and company performance. Benefits: All full-time employees are eligible to participate in our benefits programs: 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 Like we said, we are big fans of our people. That's why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law. What we want you to know: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Not ready to apply now? Sign up to join our newsletter here.

Job Description Public Trust Eligibility Required This is a contingent position, meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification. About Aretum Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront. Job Summary Aretum is seeking a skilled and motivated Service Desk Manager. The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements. Responsibilities Provides daily supervision and direction to staff who are responsible for service desk activities. Manage staff conducting phone and in person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract. Oversee personnel that are the first point of contact for troubleshooting hardware/software PC and printer problems. Requirements At least 5 years of experience managing an IT service desk. Associate degree or additional equivalent experience. CompTIA A+ certification. Information Technology Infrastructure Library (ITIL) v4 Foundations certification. Strong demonstrated leadership abilities. Experience researching and developing employee training and performance improvement plans. Strong working knowledge of desktop and laptop hardware and peripherals. Strong knowledge of Windows 10, and OSX operating systems and common office applications. Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow). Excellent proven written and verbal communication skills. Strong problem solving and research skills. Preferred Qualifications Experience with ServiceNow. Travel Requirements Travel to client locations is required for this position and may vary based on project needs. EEO Statement Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance. As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws. We are proud to support our nation's veterans and military families, providing career opportunities that honor their service and experience. If you require reasonable accommodation during the hiring process due to a disability, please contact ************* for assistance. Equal Opportunity Employer/Veterans/Disabled U.S. Work Authorization Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency's background investigation requirements. Sponsorship is not available. Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off Family Leave (Maternity, Paternity) Short Term & Long-Term Disability Training & Development

Job Title: Service Desk Program Manager Duration: Full-time. This role serves as the contract manager and is responsible for the overall contract performance. The Program Manager coordinates the work activity of management and technical personnel in order to execute upon multiple concurrent projects. This role also enforces work standards, implements communication policies, and manage subordinates and subcontractor resources. Role Specific Duties: Maintain overall programmatic responsibility of federal service desk contract. Organize, direct, and manage contract operation support functions involving multiple contract tasks. Formulates and reviews project feasibility studies and ensures conformance to work standards. Maintain and manage senior level client/organizational interface. Ensure satisfactory performance of contract task areas. Ensures proper staffing and scheduling of positions to accommodate workload based on workload forecasts Plans staffing for surge due to seasonal fluctuations in processing Manage staff schedules and delegate individual responsibilities, taking into account contact volume and headcount requirements Conducts oral and written communications with all levels of management for planning and control of projects. Generate reports for staff productivity and performance metrics Uphold a high standard of customer service through real-time monitoring and training to improve staff performance Required Qualifications: Experience with federal health agency Service Desk (e.g., HHS, CMS, FDA, NIH) preferred Minimum of bachelor's degree in a relating field PMP certification ITIL v4 certification Experience in service/help desk staffing forecasting on prior programs that accommodated surge/seasonal staffing Significant experience in managing complex contracts, programs, and /or projects for in an IT environment. Experience managing remote teams of 25+personnel Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Service Desk Manager Washington, DC/Onsite Softtek Gov't Solutions Softtek Government Solutions is in search for a Service Desk Manager that will oversees the IT support operations of an organization, ensuring efficient and effective support for end-users. This role involves managing a team, implementing IT policies, and maintaining service level agreements (SLAs). Key responsibilities include managing the service desk team, handling escalations, and monitoring performance metrics to ensure timely and high-quality support. Responsibilities: Provides daily supervision and direction to staff who are responsible for service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract. These personnel serve as the first point of contact for troubleshooting hardware/software PC and printer problems. Requirements/Qualifications: Minimum Qualifications: Associates degree or equivalent experience. US Citizenship At least 5 years' experience managing an IT service desk. Strong demonstrated leadership abilities. Experience research and developing employee training and performance improvement plans. Strong working knowledge of desktop and laptop hardware and peripherals Strong knowledge of Windows 10, and OSX operating systems and common office applications. Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow). Excellent proven written and verbal communication skills. Strong problem solving and research skills. COMPTIA A+ certification Information Technology Infrastructure Library (ITIL) v4 Foundations certification. About Softtek Government Solutions: Softtek Government Solutions is a professional services firm focused on addressing our nation's most complex threats and challenges. As a small business we're committed to supporting our clients' missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities. Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include: Extensive training programs Gym membership reimbursement Education reimbursement Technology benefits Commuter benefits Generous paid time off and much more! Softtek Government Solutions is an Equal Opportunity Employer (EOE)

Job DescriptionService Desk Lead/Situation Manager Citizenship Required: Yes Clearance Type: Secret Positions Available: 1 Salary Range: $140,000 - $150,000 At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions-driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk. Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills. We are seeking a highly motivated, customer-oriented Service Desk Lead/Situation Manager to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization. To be considered for this position, US Citizenship and an active Secret security clearance is required. This is a funded position and is contingent upon verification of a security clearance prior to starting with Cloudshape. Primary Duties: Ensure efficient and effective IT support operations Manage the help desk team to include overseeing escalations to Tier 2/3 or technical teams and ensuring timely resolution Provide high-quality support to users while serving as the on-site point of contact for IT services Monitor compliance with security policies, access controls, and IT standards Ensure that all tickets are logged, assigned, and resolved according to SLAs Monitor service desk metrics, including response times, resolution rates, and backlog Participate in troubleshooting complex technical issues when necessary. Required Qualifications: Candidate must possess a Real ID Driver's License Bachelor's degree in a technical discipline or 4 years of experience in lieu of a degree. 5+ years of experience On-call availability for escalations outside regular hours. Strong leadership, mentoring, and conflict-resolution skills. Excellent oral and written communication skills Excellent customer service skills Ability to manage multiple tasks simultaneously Ability to work in a team environment and manage a team US Citizen with an active Secret security clearance. Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits that includes: Flexible Work Schedule Paid Time Off Medical, Dental and Vision Insurance Cloudshape will contribute to 401K plans without employee contributions. Bonus Potential Life Insurance and AD&D Insurance Short-Term and Long-Term Disability Insurance Training Assistance Employee Referral Program Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact ****************************. U.S. Citizenship is required for most positions. E-Verify Right to Work Poster E-Verify Participation Poster EEOC Know Your Rights Poster Powered by JazzHR 8HbMLaq4gj

Job DescriptionDesk-side Support Services (DSS) Manager Clearance: Minimum Secret clearance with ability to obtain TS/SCI Who We Are: Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we've served as trusted advisors supporting our client base within the commercial, federal, and state and local markets. What We Do: At our very core, we're a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions. What You'll Do: The Desk-side Support Services (DSS) Manager provides leadership and oversight of all desk-side support operations across the program. This role manages break-fix, service requests, and on-site technical support to ensure customer satisfaction, operational efficiency, and adherence to program service levels. The DSS Manager is responsible for coordinating teams across large geographic areas, maintaining service standards, and driving continual improvement through process optimization and analytics. Responsibilities will include but are not limited to: Manage desk-side support services, including break-fix and service request fulfillment, at the enterprise program level. Ensure desk-side service levels are achieved and maintained across diverse customer bases and geographic regions. Direct and oversee technical support staff to provide responsive, high-quality service delivery. Track performance metrics, generate reports, and identify areas for service improvement. Lead process improvement and service streamlining initiatives to increase efficiency and reduce costs. Collaborate with program leadership and stakeholders to resolve escalations and meet mission objectives. Leverage analytics to identify trends, pinpoint areas of concern, and drive data-informed improvements. What You'll Need: Experience managing desk-side break-fix and service request support for services and systems at the program level Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customer bases. ITIL Certification Must obtain at least one certification from IAM Level I or IAT Level I (CompTIA A+, CompTIA Network+, SSCP, CAP, GISF, GSLC, CompTIA Security+) Secret Clearance with ability to obtain a TS/SCI Set Yourself Apart With: Experience managing desk-side support services for a Government agency Experience executing streamlining efforts and continual process improvements in service areas. Experience using data analytics to identify areas for service improvement and implement strategies. Equal Employer/Veterans/Disabled Navitas Business Consulting is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Navitas Human Resources. Navitas is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Navitas. Powered by JazzHR eS1B6Wj7Wh

Job Description • Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. • Responds to telephone calls, email, and personnel requests for technical support. • Documents, tracks, and monitors the problem to ensure a timely resolution. • Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. • These personnel serve as the first point of contact or troubleshooting hardware/software PC and printer problems.

Job Description Responsibilities: Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk. Supervising the DC Service Desk team. Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved). Scheduling the firm's Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment. Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support. Providing career development guidance to staff and recommending training paths. Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner. Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution. Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues. Reviewing, editing, and maintaining support services knowledge database. Providing feedback to the Training Manager to ensure training programs meet the needs of the firm's end users. Supervising planning and management of location specific projects; i.e., laptop replacement. Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently. Requirements Four year college degree required 6+ years experience in providing end-user support; 3+ years supervisory experience in a Help Desk or Service Desk environment. Knowledge and experience with law firm specific applications is required. Previous employment in a law firm or legal department is preferred. Extensive experience in computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access and Network connectivity. Excellent time management skills. Flexibility to work additional hours, as necessary

Zachary Piper Solution is seeking an Enterprise Service Desk Manager to join our team in managing a Federal IT Service Desk on-site in Washington, D.C. In this role, you will oversee the daily operations of our service desk, ensuring prompt resolution of technical challenges while delivering outstanding customer service to our internal clients. Responsibilities of the Enterprise Service Desk Manager: * Take full ownership of IT Service Management (ITSM) processes on the Service Desk, including incident, request, problem, event, and risk management. * Supervise all Service Desk personnel, including supervisors, trainers, and quality managers, while optimizing workflow. * Ensure adherence to and enhancement of queue management practices. * Achieve all Service Level Agreements (SLAs) related to Average Speed of Answer (ASA), Average Break Resolution (ABR), First Call Resolution (FCR), Customer Satisfaction (CSAT), quality metrics, and incident/request resolution times. * Collaborate with customer Service Delivery Technical Monitors. * Oversee the creation and distribution of operational reports for the Service Desk. * Act as the primary representative for the Service Desk team in client-facing interactions. * Coordinate with the designated Change lead from the contractor side. * Lead initiatives for Continuous Improvement (CI), managing activities to ensure effective service enhancements. * Conduct monitoring of live and recorded Service Desk agent calls for quality assurance. * Serve as an escalation point for Service Desk supervisors. Qualifications of the Enterprise Service Desk Manager: * 10+ years of experience in Service Desk Services, including direct management of a Service Desk * 5+ years of experience in an IT outsourcing environment, overseeing contractor personnel performance in Service Desk Services. * Familiarity with Avaya or Genesys Contact Centers is a plus. * Active Public Trust Security Clearance * ITIL v3 or v4 Foundation Certification. Compensation for the Enterprise Service Desk Manager include: * Salary Range: $110,000-$120,000/year depending on experience * Comprehensive Benefits: Medical, Dental, Vision, 401k, PTO, Sick Leave as required by law, and Holidays

Job Description located in Washington D.C. NCC is seeking a Service Desk Manager for an upcoming government contract to lead a team of frontline support professionals, providing daily supervision and guidance to ensure efficient and effective service desk operations. Key Areas of Responsibility Oversee the daily operations of the Service Desk to ensure that support requests for assistance are handled promptly and effectively. Manage the preparation and distribution of all Service Desk- related deliverables, including reports, knowledge base articles, and training materials. Maintain the Service Desk's knowledge base, ensuring that it is accurate, up-to- date, and readily accessible to both support agents and end users. Manage the Service Desk team, including staffing levels, recruitment, training, and performance management to meet workloads and contractual service levels. Oversee the service desk queues within the ticket tracking system (ServiceNow), including report generation, workflow management, and data integrity. Continuously monitor and report on Service Desk performance. Identify and implement improvements to Service Desk processes and procedures to enhance efficiency and customer satisfaction. Coordinate with other technical teams to resolve issues that are outside the initial scope of Service Desk. Minimum Requirements Associates degree or equivalent experience. At least 5 years' experience managing an IT service desk. Strong demonstrated leadership abilities. Experience researching and developing employee training and performance improvement plans. Strong working knowledge of desktop and laptop hardware and peripherals Strong knowledge of Windows 10, and OSX operating systems and common office applications. Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow). Excellent proven written and verbal communication skills. Strong problem solving and research skills. COMPTIA A+ certification Information Technology Infrastructure Library (ITIL) v4 Foundations certification. NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us at **********************. Please reference the position in your email. NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.

Concept Solutions is seeking an IT Service Desk Manager to join a professional team supporting the FAA's Command, Control, and Communications (C3) office. The C3 office provides daily IT support to over 300 end users and ensures continuity of emergency operations. During national emergencies, natural disasters, or equipment malfunctions, the C3 office is responsible for rapidly delivering alternate communication services. The IT Service Desk Manager is a working leader with 50% management and 50% helpdesk support responsibilities. This position manages a team of five IT Service Desk professionals, overseeing daily operations, shift rotations, and emergency response. The Manager is responsible for hiring, developing, retaining, and evaluating team members, ensuring service quality, and maintaining FAA IT security compliance. This is 100% on-site position located the FAA HQ located in Washington, DC. Key Responsibilities: Service Desk Operations: • Respond to technical assistance requests in person, via phone, and electronically • Diagnosing and resolving hardware and software issues • Research questions using available resources and documentation • Direct others to follow FAA IT security policies and user agreements • Coordinate Service Desk support at C3 COOP facilities as needed Team Leadership & People Management: • Manage a team of 5 Service Desk staff across rotating shifts, ensuring full coverage • Balance 50% management / 50% hands-on technical work • Hire, train, develop, and retain team members • Conduct performance management reviews, provide feedback, and implement improvement plans • Ensure team members open, close, and escalate tickets in a timely manner • Identify procedural gaps and implement operational improvements • Maintain up-to-date Service Desk policies, procedures, and best practices Scheduling & Shift Coverage: • Manage shift schedules to ensure 24/7 coverage and adequate staffing • Participate in rotational shiftwork as needed for hands-on support Must have an active Secret Clearance with the ability to obtain an interim Top-Secret Clearance or higher. Compensation: $100K to $125K Compensation is not guaranteed and may vary based on qualifications, location, and contractual requirements. Actual salary may fall outside the stated range. Requirements • Bachelor's Degree in engineering, math, and science and 8+ years of relevant experience with 5+ years of helpdesk leadership experience • An additional 8 years of relevant experience in lieu of a Bachelor's degree • Proven experience managing IT support teams (minimum 5 direct reports preferred) • Strong hands-on technical skills in hardware, software, and IT support processes • Experience with shift scheduling and rotational coverage in a helpdesk environment • Familiarity with FAA IT security policies and emergency operations support • Excellent leadership, communication, and people management skills Company Profile: Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors. For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services. Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include: Over two decades of experience across over $300 million in contract awards supporting critical FAA programs Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations At CS, we know our success stems from our talented team. That's why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development. Benefits: Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting. Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services. If you're looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always". We are ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2022 certified and appraised for CMMI ML3 for Services and Development. Link Solutions is seeking a Service Desk Incident Manager to join our team at Adelphi, MD. Must be a US Citizen Must have an active DoD Security Clearance. Non-remote (relocation incentive available) The Service Desk Incident Manager will be responsible for ensuring efficient processing of service requests and effective incident management in accordance with DoD standards and best business practices to drive process improvement and service delivery performance. Become an integral part of a professionally diverse team while working at an industry-leading organization. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security. Job Responsibilities: Oversee and manage the service request queue, ensuring timely intake, assignment, escalation, and resolution of incidents. Utilize the ticket management system to monitor, track, and report on service requests and incident statuses. Lead incident response activities by coordinating with Service Desk Leads and technical support teams. Track and manage high-priority incidents, ensuring proper escalation paths and communication protocols. Implement and enforce metrics-driven processes to improve efficiency and service delivery. Identify and analyze incident trends to drive problem management and continuous improvement efforts. Ensure service level agreements (SLAs) are met and support compliance requirements for DoD IT environments. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Qualifications Must be a U.S. Citizen. Must have an active DoD Secret Clearance. BA/BS in computer sciences or information technology, or a High School Diploma with two (2+) additional years of experience. Five (5) years of relevant experience working in an IT or Service Desk environment. IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.). Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date. Preferred: Experience working in a Department of Defense (DoD) environment. Information Technology Infrastructure Library (ITIL) v4 certification A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.). Experience with incident management within the ServiceNow Information Technology Service Management (ITSM) platform. Experience creating and modifying documentation for technical processes and procedures. A problem solver and troubleshooter who thrives in resolving complex problems. Strong self-starter requiring minimal supervision. Excellent communication skills (written and oral) and interpersonal skills. Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks. Salary Range: $62,000 Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories. Additional Information Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation incentive program, certification reimbursement program, retirement, and more. Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary The Manager, Infrastructure Engineering is responsible for the effective management of the Infrastructure Engineering team and respective processes that support the IT compute, storage, network security, telecommunications infrastructure. Responsibilities include management of maintenance processes, capacity planning, disaster recovery planning, and acting as a liaison to internal customers across the organization. (Infrastructure includes but is not limited to: physical and virtual servers, virtualization and containerization platforms, storage platforms and storage area networks (SANs), server operating systems, firewalls, data/voice routers and switches, load balancers/delivery controllers, wireless network controllers/access points, telephony servers and gateways, Microsoft Active Directory, infrastructure applications, monitoring/alerting platforms, data backup/recovery platforms.) Job Description Key Outcomes: * Develops and manages policies and procedures focused on stabilization, standardization, automation, and simplification of IT Infrastructure operations. * Serves as a liaison and primary point of contact for cross-functional internal teams. * Works closely with other IT leaders to improve overall platform performance and readiness for future initiatives. * Participates in the IT Leadership Team focusing on quality decision making, strategic vision and fostering a culture of fun, quality work and continuous growth and learning. * Develops, manages, and executes portfolio of IT Infrastructure initiatives. * Researches emerging technologies, suggesting, and implementing applicable solutions to MPHC infrastructure platforms and internal customers. * Provides detailed metrics on the availability, capacity, and performance of all Systems Infrastructure components. * Collaborates with IT leadership to determine disaster recovery scenarios and mitigation strategies * Works with Infrastructure Architect team to develops a multi-year technical road map that includes technical solutions offering differentiating advantages for the business. * Assists Director, IT Infrastructure to develop and manage yearly operating and capital budgets specific to IT Infrastructure. * Manages and account for all IT Infrastructure maintenance and support contracts. * Oversees Vendor contracts to build and maintain value-added vendor relationships and to hold vendors accountable for superior service delivery. * Resolves billing errors and conflicts with service and equipment vendors. Education/Experience: * Bachelor's degree in Computer Science, Information Systems or equivalent combination of education and experience. * 7+ years Information Technology experience, preferably with regards to IT Infrastructure with increasing responsibilities in a leadership roles. * Experience with financial budgeting. Required License(s) and/or Certification(s): * Information Technology Infrastructure Library (ITIL) Foundations Certification preferred. * Scrum or Agile certifications preferred. * Microsoft, VMware, Palo Alto, and/or Cisco Professional certifications preferred. Skills/Knowledge/Competencies (Behaviors): * Ability to build, develop, and lead highly effective teams. * Ability to mentor and develop direct reports * Ability to lead projects from conceptual design through implementation. * Proven interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. * Proven team-oriented customer service and problem-solving skills, working face-to-face with customers. * Knowledge of Microsoft Operating Systems, Active Directory, and applications. * Knowledge of Citrix solutions for desktop virtualization and application delivery. * Knowledge of server virtualization and containerization solutions. * Knowledge of enterprise-wide data storage and management solutions. * Knowledge of backup, restore and disaster recovery solutions. * Knowledge of LAN/WAN/WLAN connectivity requirements and security protocols. * Knowledge of the Open Systems Interconnection model (OSI model). * Knowledge of following networking protocols/technologies: OSPF, BGP, VRFs, MPLS, QoS, SNMP, VoIP, VPN (SSL client and site-to-site) and Spanning Tree. * Knowledge of and experience with structured cabling systems including Category 5e/6 UTP, and MM and SM fiber. * Communication: Provides timely, concise, and audience appropriate information orally and/or in writing. * Decision Quality: Decisions most often correct, based on: Analysis, wisdom, experience, judgment; Sought by others for advice. * Priority Setting: Sees what will help or hinder reaching goals; Eliminates roadblocks; Spends time on what's important; Sees the critical few among the trivial many. * Process Management: Determines efficient processes; Organizes people & activities; Gets more from resources; Knows what/how to measure; Sees opportunities for synergy & integration. * Relationship with Others: Establishes and maintains constructive relationships. * Drive for Results: Exceeds goals - Consistent top performer; Bottom line oriented; Pushes self/others for results. * Customer Focus: Demonstrates commitment to meeting the expectations of internal and external customers. This position is not eligible for immigration sponsorship. We are an equal opportunity/affirmative action employer. Do you have a question about careers at Martin's Point Health Care? Contact us at: *****************************