This high-profile position is a supervisory and hands on role across the entire client’s enterprise. The IT Service Manager will be responsible for the management of the Service Desk, distributed and matrixed staff members and the processes and procedures of the Service Desk.
If selected, your role will be to oversee timely delivery of quality technical support service to customers, whether they are internal customers working internally or external customers who have contracted agreements with client. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills.
A strong background in ITIL Service Management, Service Level Agreements/Objectives (SLA/OLA) required. You will be expected to implement and maintain these in accordance with the company's current needs and to work with management and internal leaders on the vision and direction to evolve the services in support of future business needs. A proven track record of implementing and maintaining the five stages in the ITIL Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement required.
Bachelor’s Degree in Computer Science or a Related Field.
Experience with Computers and Networks, Experience with Customer Service, Management, Leadership, Staffing, Written and Verbal Communication, Interpersonal Communication, Problem Solving, Decision Making, Critical Thinking, Project Management, Teamwork, Attention to Detail, Analytical Thinking, Time Management, Working Under Pressure.
ITIL certification required.
Responsible for user-facing support and operations of Windows, Mac and Linux based systems as well as corporate networks. Knowledge of technical aspects of all areas is highly desirable.
Responsible for the front-line operations of the client infrastructure, desktop services, and peripherals.
Develops relationships with internal and external customers and organizations to assess their technology, support, and Cybersecurity needs.
Investigates and recommends IT equipment and service packages to tech teams for unclassified program use; Assists in procurement process and sees the request through to delivery
Offers innovative solutions that meet customers' needs.
Manages projects by creating timelines, adhering to budgets, and assigning staff members.
Determines relevant metrics for the Service Desk and IT and presents those on a regular basis.
Maintains relationships with technology, software, and Cybersecurity vendors.
Manages and assesses the performance of staff members who specialize in support, installation, and service delivery.
Specializes in IT needs and demands for both commercial and government contracting.
Maintains familiarity with current and upcoming IT equipment, services, and other developments.
Coordinates troubleshooting, support, and service for equipment, software, and networks when necessary.
Upholds a sense of customer service and measures customer satisfaction.
Attends industry events in Service Management and customer support.
Works with CIT (Classified IT) team during program proposal to assess any unclassified program needs.
Works in collaboration with Cybersecurity team to assist in compliance efforts across client's IT infrastructure as a member of the InfoSec team.
Monitors IT budget for hardware and software requests across the enterprise handling all new requests and renewals.
Responsible for maintaining inventory of new hardware including, but not limited to, laptops, monitors, docking stations, and other peripherals.