Service desk supervisor jobs near me

CSC-AD - Certified Supervised Counselor - Alcohol & Drug Certified Supervised Counselor - Alcohol & Drug (CSC-AD) Employment Type: Full-Time Compensation: $32-$36/hour Healthcare Recruiters International is sourcing a CSC-AD Substance Abuse Counselor for a behavioral health organization committed to ethical, client-centered care. This position provides a balance of remote flexibility and clinical engagement in both individual and group settings. Core Responsibilities Conduct intake assessments and provide ongoing counseling Facilitate group therapy sessions as scheduled Create, implement, and review individualized treatment plans Document sessions and progress according to COMAR and agency standards Coordinate with the Clinical Director for supervision and training Qualifications Current CSC-AD certification in good standing Experience with assessments, counseling, and documentation Strong organizational and communication skills Familiarity with regulatory standards (COMAR) What's Offered $32-$36/hour Remote work options Supportive supervision and training environment Full-time schedule with flexibility

DCS Operations Supervisor Supervise the Superintendents nationally in coordination with the Division Manager Supervise and Coach Superintendents to attain leadership goals Set up and lead product/installation technique trainings in coordination with product manufacturers on a quarterly basis Head up Superintendent meetings to discuss staff changes/project issues/company procedures etc. monthly Conduct Superintendent evaluations Work closely with Division Manager to develop/educate/reinforce proper workflow procedures are followed by Superintendents Support and ensure company procedures and proper installation techniques are being followed per BICSI Standards & NEC Codes Develop solid working relationships with customers, manufacturers, fellow trades, and subcontractors Deliver strong interpersonal skills and team building skills with MidPoint Personnel Participate in project kickoff meetings to review SOW and Budgets Develop solid working relationships with customers and MidPoint team Oversee daily operations, ensuring efficiency and effectiveness nationally with DCS Superintendents Develop and implement operational policies and procedures to enhance productivity and quality Coordinate with the Division Manager to ensure alignment with organizational goals and objectives Ensure compliance with industry regulations, company policies, and safety standards Mentor a team of Superintendents, fostering a culture of continuous growth and excellence Address operational issues and resolve problems in a timely and effective manner Prepare and present regular reports on Superintendent performances quarterly to Senior Management

Must be 8570 compliant Good communication skills and the ability to work in a high paced environment Experience with Remedy Experience with SCCM Ability to provide end user software troubleshooting and desk side support Hardware break/fix experience, including Desktops, Monitors, and KVMs (among other equipment) Qualifications Desired Qualifications: Experience with documenting and enhancing the IT troubleshooting process while working with Engineering teams to escalate and resolve technical issues Experience creating SOP's Experience with DOD STIGS and SRGs Experience with Printers (break/fix, and the STIG process) Experience with major life cycling projects including the ability support large office moves (minor) network monitoring experience

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

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 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.

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.

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

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.

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

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)

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.

**Responsibilities & Qualifications** **RESPONSIBILITIES** + Own overall responsibility for ITSMS process handling on the Service Desk; + Manage all Service Desk supervisors; + Coordinate Service Desk staff training sessions; + Liaise with the FDIC Service Delivery Designee; + Manage the development and issuance of Service Desk operational reports; + Represent the Service Desk team in a customer-facing role; + Liaise with the Contractor designated Change lead; + Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results; + Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes; + Serve as a further escalation point for Service Desk supervisors; + Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and + Participate in Problem Management activities **REQUIRED QUALIFICATIONS** + Bachelor's degree or equivalent experience, advanced degree preferred. + Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services + Excellent communication and teamwork skills. **Overview** We are seeking Service Desk Team Leadto join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of technical team where excellent customer service and professional expertise are required. The mission of FDIC's Chief Information Officer Organization (CIOO) is to provide scalable,efficient technology that enables continuous access to data securely. In support of this mission,FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented sixproduct suites across the ServiceNow platform.The use of cloud platforms like ServiceNow is a key component of the FDIC's ongoing ITModernization Program, which emphasizes accelerated cloud adoption to support mission needs.The IT Modernization Program is intended to align the FDIC's IT program with key Federalpriorities, including the Federal Cloud Smart Strategy. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at **************** . Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". "As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration". **Additional Job Information** **WORK ENVIRONMENT AND PHYSICAL DEMANDS** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. + Location: Arlington, VA + Type of environment: Varies + Noise level: Low + Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs. + Amount of Travel: Less than 10% **PHYSICAL DEMANDS** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. **WORK AUTHORIZATION/SECURITY CLEARANCE** Citizenship: US Citizen Clearance requirement: ability to receive a Public Trust clearance **OTHER INFORMATION** 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. Duties, responsibilities and activities may change at any time with or without notice. TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment. **EQUAL EMPLOYMENT OPPORTUNITY** In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact *************** for assistance. **Job Locations** _US-VA-Arlington_ **ID** _2024-7058_ **Category** _Information Technology_ **Type** _Regular Full-Time_

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 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

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

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.