Description

Circinus is seeking a proactive and experienced Service Desk Manager to lead our dynamic Service Desk team in providing exceptional IT support services. The Service Desk Manager will oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to continuous improvement.

• Staffing adequately to meet service level agreements and adjust shifts as needed to accommodate changes in call volumes.
• Ensure all Service Desk staff are properly trained and equipped to handle a variety of support requests.
• Conduct daily standup briefings and provide daily status reports to the government Project Manager and staff.
• Respond to support requests from various sources including self-service web submissions, emails, and phone calls.
• Strive for >90% of support requests to be resolved as first call resolutions, minimizing escalations outside the Service Desk.
• Log all support requests into the incident management system (ServiceNow) and escalate issues as necessary.
• Provide technical support for existing and new IT systems, troubleshooting hardware and software-related issues.
• Perform user account maintenance tasks including creation, modification, unlocking, and password resets.
• Utilize remote assistance tools to troubleshoot and resolve technical issues.
• Maintain accurate records of deployed/received equipment for asset tracking purposes.
• Provide support for teleworking users and assist with remote access connectivity issues.
• Coordinate with internal and external partners for equipment deployment, patching, and application updates.
• Generate weekly and monthly Service Desk reports with performance metrics and SLA agreements.

Requirements

• Requires Public Trust clearance
• Master's Degree or equivalent and Fifteen (15) years of experience.
• Ten (10) years in supervision of substantial IT/Networking projects, Five (5) years of this experience must have been in supervising large IT/Networking services contracts, including people of various job categories and skills, and must have occurred in the last seven (7) years. Experience in government contracting preferred.
• Must be able to work flexible hours, including weekends and holidays as required.
• ITIL Foundation certification preferred.
• Must have experience with incident management systems such as ServiceNow.
• Knowledge of COTS applications and their support requirements.
• Proficiency in LAN networking, Windows operating systems, and common IT equipment. 
• Familiarity with remote administration tools and Microsoft Active Directory.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.
• Commitment to meeting SLAs and delivering high-quality service.
• Strong analytical troubleshooting and problem-solving skills with attention to detail.
• Excellent customer service and communication skills, both verbal and written.
• Ability to convey technical information to non-technical users effectively.