Service Desk Manager
Summary Service Desk Manager Springfield, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large scale government operations by leveraging cutting-edge technology and take your career to the next level! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS.
CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
The Service Desk Manager oversees several key functions on the program that enable the delivery of a high-quality service to end users, and ensure Service Support and Service Delivery processes are in place to meet business needs.
The Service Desk Manager is a stakeholder-facing role that requires establishing and managing expectations within the business and driving the IT team to achieve those expectations to a high standard.
Responsibilities
Maintain high-performing service support by providing vision and service strategy across EMS functions.
Provide regular and accurate management reporting on IT Service performance.
Own the incident, request, change, and escalation process ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
As the owner of the escalation process the Service Desk Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
Champion Service and Support in projects and develop a strong understanding of projects impacting EMS and ensuring service impact is minimized and agreed upon.
Be accountable for the quality of service and performance.
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
Lead all operations-related processes.
Oversee and manage day-to-day operations of technical services under the contract.
Guide and direct performance of contract personnel to ensure timely delivery to customers removing any obstacles to superior performance.
Understand and work to provide the services outlined in the performance work statement in accordance with service level agreements.
Foster an environment of collaborative communication with all internal and external partners including the operations centers and the enterprise service center.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Supervisory responsibilities.
Other duties as assigned.
Qualifications
Masters degree in Financial, Management, Computer Science, Communications, Engineering, or IT-related discipline or 20
years of experience managing complex IT operations:
Previous technical experience as well as prior experience managing technical teams for 10
years.
Led, managed, and oversaw large-scale enterprise operations and support teams for 10
years.
Enterprise operations, including 7
years of management of an IT operations center.
Utilizing enterprise ITSM toolsets, such as BMC Remedy or Service+.
IT Service Management Practitioner certified at a minimum.
TS/SCI clearance required.
Knowledge, Skills, and Abilities:
Ability to travel.
Ability to work independently and yet be effective within a team setting.
Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications.
Experience working in a home office setting.
Ability to provide technical assistance, support, and training over the phone with good phone skills and professional demeanor.
Previous customer service experience strongly desired.
Good problem-solving skills:
the ability to visualize a problem/situation and think abstractly to solve it.
Demonstrated experience in enterprise IT operations with emphasis in NGA or IC managed services desired.
ITIL v3 Intermediate or Expert certification desired.
How youll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day.
From entry-level employees to senior leaders, we believe theres always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits At Chenega MIOS, we know that great people make a great organization.
We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOSs culture Our positive and supportive culture encourages our team members to do their best work every day.
We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.
We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters.
This purpose defines who we are and extends to relationships with our clients, our team members, and our communities.
We believe that business has the power to inspire and transform.
We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenegas impact on the world.
Chenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident.
To help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program Recommended Skills Agile Methodology Bmc Remedy Action Request System Business Requirements Coaching And Mentoring Communication Contract Management Estimated Salary: $20 to $28 per hour based on qualifications.
CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
The Service Desk Manager oversees several key functions on the program that enable the delivery of a high-quality service to end users, and ensure Service Support and Service Delivery processes are in place to meet business needs.
The Service Desk Manager is a stakeholder-facing role that requires establishing and managing expectations within the business and driving the IT team to achieve those expectations to a high standard.
Responsibilities
Maintain high-performing service support by providing vision and service strategy across EMS functions.
Provide regular and accurate management reporting on IT Service performance.
Own the incident, request, change, and escalation process ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
As the owner of the escalation process the Service Desk Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
Champion Service and Support in projects and develop a strong understanding of projects impacting EMS and ensuring service impact is minimized and agreed upon.
Be accountable for the quality of service and performance.
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
Lead all operations-related processes.
Oversee and manage day-to-day operations of technical services under the contract.
Guide and direct performance of contract personnel to ensure timely delivery to customers removing any obstacles to superior performance.
Understand and work to provide the services outlined in the performance work statement in accordance with service level agreements.
Foster an environment of collaborative communication with all internal and external partners including the operations centers and the enterprise service center.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Supervisory responsibilities.
Other duties as assigned.
Qualifications
Masters degree in Financial, Management, Computer Science, Communications, Engineering, or IT-related discipline or 20
years of experience managing complex IT operations:
Previous technical experience as well as prior experience managing technical teams for 10
years.
Led, managed, and oversaw large-scale enterprise operations and support teams for 10
years.
Enterprise operations, including 7
years of management of an IT operations center.
Utilizing enterprise ITSM toolsets, such as BMC Remedy or Service+.
IT Service Management Practitioner certified at a minimum.
TS/SCI clearance required.
Knowledge, Skills, and Abilities:
Ability to travel.
Ability to work independently and yet be effective within a team setting.
Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications.
Experience working in a home office setting.
Ability to provide technical assistance, support, and training over the phone with good phone skills and professional demeanor.
Previous customer service experience strongly desired.
Good problem-solving skills:
the ability to visualize a problem/situation and think abstractly to solve it.
Demonstrated experience in enterprise IT operations with emphasis in NGA or IC managed services desired.
ITIL v3 Intermediate or Expert certification desired.
How youll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day.
From entry-level employees to senior leaders, we believe theres always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits At Chenega MIOS, we know that great people make a great organization.
We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOSs culture Our positive and supportive culture encourages our team members to do their best work every day.
We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.
We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters.
This purpose defines who we are and extends to relationships with our clients, our team members, and our communities.
We believe that business has the power to inspire and transform.
We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenegas impact on the world.
Chenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident.
To help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program Recommended Skills Agile Methodology Bmc Remedy Action Request System Business Requirements Coaching And Mentoring Communication Contract Management Estimated Salary: $20 to $28 per hour based on qualifications.
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