Job Description
Service Desk Manager
Location: Alexandria, Va
***Position is contingent on contract award***
About the Job: We are seeking a highly experienced Service Desk Manager to serve as key personnel supporting a high-visibility Federal Government program.
Contact Center (UCC):
Duties and responsibilities include: The Service Desk Manager is responsible for overall project management of complex, multi-task IT contracts. Plans, organizes and manages groups of employees engaged in various technical duties. Provides administrative and technical direction to personnel; has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production; provides the customer representatives the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision.
Minimum/General Experience:
- Ability to successfully obtain and maintain a Tier 1 Investigation.
-- Holds ITIL Certification.
- May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred.
- The Service Desk Manager shall demonstrate five (5) years of successful leadership or equivalent experience.
Minimum Education:
BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
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