Infromation Technology Service Desk Manager

Title Service Desk Manager

Location Arlington, VA (Onsite)

Clearance Public Trust

Start Based on contract award

Discover an exciting career at Foxhole Technology, an innovative IT Engineering firm founded in 2007. As leaders in cybersecurity, DEVSEC OPS, Agile Development, Cloud and IT support for federal civilian and defense agencies, we're at the forefront of addressing complex technology challenges. Our talented employee-owners provide agile, scalable solutions, bridging operational gaps, operating critical systems, and securing enterprises worldwide. If you're ready to be part of a team driving impactful innovations, apply today and shape the future of IT with us!

We are looking for a highly skilled Service Desk Manager to provide services supporting IT infrastructure and network services across multiple government sites. The ideal candidate will leverage ITIL best practices to ensure efficient and effective service delivery, while driving operational excellence and continuous improvement across all associated services.

• Provide leadership and management support for the help desk team, including supervision, training, and ensuring a high level of proficiency and customer service.
• Oversee service desk operations, including handling shift coverage for a 24X7X365 operation.
• Create and manage trouble tickets for incidents, problems, and requests reported via phone or email, ensuring proper categorization and assignment.
• Monitor and manage the service desk inbox to create tickets for all reported issues, ensuring prompt follow-up and resolution or escalation.
• Ensure proper triage of customer concerns and redirect customers as necessary when issues are outside the scope of technical support.
• Administer recurring training for service desk support personnel and ensure adherence to existing task instructions and procedural guidelines.
• Manage the creation, resetting, and unlocking of user accounts and passwords for assigned applications.
• Ensure that all incidents impacting system availability or accessibility are promptly communicated and resolved.
• Update and maintain Tactics, Techniques, and Procedures (TTPs) as processes change, in coordination with the Government.
• Bachelor’s degree
• 3 years of experience in Help Desk support
• ITIL 4 certified
• HDI Support Center Manager Certification
• Advanced understanding of computer networking
• Strong analytical, organizational, and communication skills.
• Ability to work shift work
• Relevant technical BS degree
• Applicable professional and technical certifications
• Experience with ticket management systems
  
  
  

Requirements of position Think analytically, effective verbal and written communication skills, make decisions, observe/remember details, interpret data, concentrate on tasks, adjust to change, handle stress/emotions. Regular attendance, maintain work schedule, attend meetings, meet deadlines, keyboard/type, handle confidential information, use math/calculations, stay organized, operate office equipment, may direct others. May be exposed to dust/dirt, humidity, and noise.

Foxhole Technology is an Equal Opportunity Employer and makes hiring decisions without regard to race, color, religion, sex (including pregnancy, childbirth and sexual orientation), national origin, age, disability, genetic information, military/veteran status, or any other protected class.