The Systems Operations and Service Desk Manager will be supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats. We are seeking a System Operations (SysOps) Service Desk (SOSD) Manager who reports to the Director of Technical Services. The SOSD Manager is expected to be process oriented and accountable for the overall success of the SysOps Service Desk.

Responsibilities Include:

- Manage SOSD team consisting of up to 24 watch-standers

- Communicate policies, expectations, and feedback to SOSD staff

- Facilitate a high-performance team environment and employee engagement

- Provide performance feedback and corrective action to direct staff

- Lead activities of SOSD staff to diagnose and resolve client problems

- Guide SOSD staff on diagnosis of potential problems and resolutions

- Field escalated customer issues and resolve or refer to specialized experts as needed

- Guide and coordinate projects requiring scheduling

- Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.

- Provide input on process improvements and contribute to the technology road map for the strategic plan

- Perform metrics trend analysis and reporting, guide resultant process improvement.

- Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards

- Provide guidance and training; may guide other staff

- Provide back-up duties to the SOSD Government Lead

- Work support tickets as needed

- Evaluate and provide input regarding employee performance

- Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience

- Maintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)

- Other duties as assigned and required.

Required Skills:

- Must be a US Citizen

- Must have an active Top-Secret clearance and be able to obtain a SCI

- Must be able to obtain DHS Suitability

- 8 years of applicable, hands-on experience

- Experience managing/supervising a Service Desk environment

- Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers

- Must be able to manage multiple priorities in an efficient manner

- Understanding of general help desk procedures, company processes, etc.

- Ability to design and implement effective policies to achieve consistent team results.

- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Desired Skills:

- Excellent computer proficiency (MS Office – Word, Excel and Outlook)

- Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.

- Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.

- Efficient delegation and task prioritization

- Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments

- Ability to coordinate and facilitate staff training

- Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed

- Ability to manage and resolve conflicts as they arise

Required Education:

Bachelors degree in related field; or HS Diploma with 22 years of directly relevant experience.

Desired Certifications:

- ITIL, SAFe, PMP

- DOD 8570.1-M IAM Level III