Our client is seeking a Service Desk Deputy Manager in Arlington, VA utilizing line analysis and troubleshooting for application specific issues that are reported for this highly visible and high-profile government contract.
 

• Provide expert insight into the transition from current IT Service Management system to AESMP (ServiceNow).
• Manage 27 team members, including 5 Service Desk Leads as directed by Service Desk Manager.
• Actively participate in all meetings such as, but not limited to daily staff meetings, Weekly Training,
• Weekly Implementation Call on a rotational basis as necessary.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
• Perform as Subject Matter Expert for the application, functional user roles and service desk processes and procedures.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Maintain a professional and pleasant manner using proper customer service skills via (telephone and/or email).

Requirements

• Possess a CompTIA Security certification in ACTIVE status.
• 4 Years of experience as a Service Desk lead position for a Federal Government IT contract.
• Physical Requirements lifting and/or pulling up to 40lbs.; sitting, bending, and standing; Equipment used in this position includes but is not limited to; computers, servers, network devices.
• Support a fast paced and agile learning environment.
• Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails, within a military framework.
• Be analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
• Articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs.
• Build credibility and trust with customers and identify areas of opportunity to improve customer satisfaction.
• Must have excellent multi-tasking and time management skills.
• Support the team process and participate on cross-functional teams.
• Availability to travel if necessary.
• Current DoD Secret clearance day one and prior to entry on duty.

Preferred

• 7 Years of managing a Service Desk for a Federal Government IT contract.
• HDI Certification.
• ITIL Certification.
• Proven experience in ongoing support of client specific application systems.
• Experience and ability to export and manipulate data to create and support reports.
• Experience using ticketing software Service Now.
• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet
• Explorer, Microsoft SharePoint, Java, and Acrobat Adobe.
• A relevant educational degree in one of the follow fields: Computer Science, Information Systems, Information Technology, Cyber Security, Statistics, Business Administration, Systems Engineering, Computation Science, Computer Engineering, Electrical Engineering, Data Analytics, Information Technology, Information Security and Assurance, Mathematics, Software Engineering, Systems Engineering, or Telecommunications.