Service Desk Manager

This is an On-Site position

Position summary:

The Service Desk Manager at Washington Navy Yard will oversee the Deskside Support Services Team. This includes service delivery, physical dispatch for break/fix hardware repairs, IT equipment deployment & lifecycle management, peripheral configuration, physical cable management, IT peripheral and hardware asset management, end-user support such as conference room dial-in assistance, and localized troubleshooting that cannot be resolved via remote Service Desk tools.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Provides IT support to CNIC end users via phone, email, onsite or through tickets submitted through a ticketing tracking system (ITSM).
• Queue manager assigning tickets from the ticket tracking system.
• Ensure all on-site support actions are fully documented within the Government designated IT Service Management (ITSM) ticketing system.
• Serve as an escalation point for the technicians, and represent the team in the Governments meetings (Weekly N65 meeting every Monday and other meetings assigned).
• Provide physical, on-site Deskside Support at designated Government facilities for IT Incidents and service requests that cannot be resolved remotely by the Enterprise Service Desk.
• Perform Incident Resolution and Break/Fix.
• Execute Move, Add, Change (MAC) requests.
• Create and execute Work Orders.
• Perform asset management and inventory control.
• Perform VIP / Executive Support.
• Perform Lifecycle Management functions (tech refresh).
• Create, gather, and report metrics on the number of problems resolved and other metrics relevant to the Help Desk tickets.
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt and appropriate action on customer complaints.

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Speech Clarity - The ability to speak clearly so others can understand you.

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.
• Instructing - Teaching others how to do something.

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience: Technical Training, or AA/AS, or HS 8 years related experience in proprietary/off-the-shelf business operations application utilization in a team environment. At least three years of specialized experience using commercial or proprietary business operations systems. Demonstrated ability to work independently or under general direction. Demonstrated subject matter expertise in the specific application being supported.

Security Clearance:  A favorable T3 (Formerly NACLC) background investigation required.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.