Service Desk Manager with Security Clearance
Summary Service Desk Manager Springfield, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large - scale government operations by leveraging cutting-edge technology and take your career to the next level ! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUSCARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplaceThe Service Desk Manager is responsible for managing the daily operations of a 7 x 24 x 365 service desk, managing the service desk teams, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and achieving Service Level AgreementsResponsibilitieso Train, coach, and mentor Service Desk Specialists, including career development.
o Oversee staff activities.
o Provide data and reporting of KPIs and trends to the Operations Manager and stakeholders, weekly, monthly, and as needed.
o Drive Ticket Deep Dive and develop strategies for improvement.
o Work to make the Service Desk the single source of truth and service delivery for IT.
o Monitor and manage phone queue (participating in escalated calls as needed) and eChatt.
o Build and obtain (from other departments) training material for support staff.
o As needed, schedule employees' working times and provide backup support.
o Interact with internal and external customers.
o Oversee the Service Desk Knowledge Management repository and ensure top-quality solutions are available to the staff for First Contact Resolutions.
o Develop Service and Business Level agreements to set expectations and measure performance.
o Develop an effective and workable framework for managing and improving customer IT support in the organization.
o Advise management on situations that may require additional client support or escalation.
o Manage processes for communicating outage/emergency activities to the organization.
o Review survey feedback to improve services, tools, and support experience.
o Follow up with customers to ensure issue(s) are resolved.
o Gain feedback from customers about system usage.
o Identify and escalate trends from call volume and Tier 1 tickets to other ESC functional areas to reduce impact timelines.
o Supervisory responsibilities.
o Other duties as assignedQualificationso Bachelor's degree and 8
years relevant experience ORo Associate degree and 10
years relevant experience ORo High school diploma or GED equivalent and 12
years of relevant experienceo Operational experience with ServiceNowo Experience in the Intelligence Communityo DoD 8140 (formerly 8570.
01-M) IAT Level Io TS/SCI clearance required Knowledge, Skills, and Abilitieso Experience managing Service Desk staffing across multiple locationso Experience maintaining High Availability (HA) staffing configuration with a split of contract personnel per shift 24/7 to cover operationso Experience with successfully managing the Service Desk with Service Level Agreements (SLAs), including Speed of Answer and First Contact Resolutiono Ability to obtain CI Poly clearanceo Ability to travel.
o Ability to work independently and yet be effective within a team settingo Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
o Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
o Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
o Excellent skills in Microsoft Word, Excel, and other Office applications.
o Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
o Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
o Previous customer service experience strongly desired.
o Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve itHow you'll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every dayFrom entry-level employees to senior leaders, we believe there's always room to learn We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business worldFrom on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careersBenefits At Chenega MIOS, we know that great people make a great organizationWe value our team members and offer them a broad range of benefits Learn more about what working at Chenega MIOS can mean for you Chenega MIOS's culture Our positive and supportive culture encourages our team members to do their best work every dayWe celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and awareWe offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives Corporate citizenship Chenega MIOS is led by a purpose to make an impact that mattersThis purpose defines who we are and extends to relationships with our clients, our team members, and our communitiesWe believe that business has the power to inspire and transformWe focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities Learn more about Chenega's impact on the world Chenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confidentTo help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Recommended Skills Agile Methodology Coaching And Mentoring Communication Contract Management Counter Intelligence Polygraph (Ci Clearance) Friendliness Apply to this job.
Think you're the perfect candidate? Apply on company site Estimated Salary: $20 to $28 per hour based on qualifications.
o Oversee staff activities.
o Provide data and reporting of KPIs and trends to the Operations Manager and stakeholders, weekly, monthly, and as needed.
o Drive Ticket Deep Dive and develop strategies for improvement.
o Work to make the Service Desk the single source of truth and service delivery for IT.
o Monitor and manage phone queue (participating in escalated calls as needed) and eChatt.
o Build and obtain (from other departments) training material for support staff.
o As needed, schedule employees' working times and provide backup support.
o Interact with internal and external customers.
o Oversee the Service Desk Knowledge Management repository and ensure top-quality solutions are available to the staff for First Contact Resolutions.
o Develop Service and Business Level agreements to set expectations and measure performance.
o Develop an effective and workable framework for managing and improving customer IT support in the organization.
o Advise management on situations that may require additional client support or escalation.
o Manage processes for communicating outage/emergency activities to the organization.
o Review survey feedback to improve services, tools, and support experience.
o Follow up with customers to ensure issue(s) are resolved.
o Gain feedback from customers about system usage.
o Identify and escalate trends from call volume and Tier 1 tickets to other ESC functional areas to reduce impact timelines.
o Supervisory responsibilities.
o Other duties as assignedQualificationso Bachelor's degree and 8
years relevant experience ORo Associate degree and 10
years relevant experience ORo High school diploma or GED equivalent and 12
years of relevant experienceo Operational experience with ServiceNowo Experience in the Intelligence Communityo DoD 8140 (formerly 8570.
01-M) IAT Level Io TS/SCI clearance required Knowledge, Skills, and Abilitieso Experience managing Service Desk staffing across multiple locationso Experience maintaining High Availability (HA) staffing configuration with a split of contract personnel per shift 24/7 to cover operationso Experience with successfully managing the Service Desk with Service Level Agreements (SLAs), including Speed of Answer and First Contact Resolutiono Ability to obtain CI Poly clearanceo Ability to travel.
o Ability to work independently and yet be effective within a team settingo Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
o Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
o Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
o Excellent skills in Microsoft Word, Excel, and other Office applications.
o Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
o Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
o Previous customer service experience strongly desired.
o Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve itHow you'll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every dayFrom entry-level employees to senior leaders, we believe there's always room to learn We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business worldFrom on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careersBenefits At Chenega MIOS, we know that great people make a great organizationWe value our team members and offer them a broad range of benefits Learn more about what working at Chenega MIOS can mean for you Chenega MIOS's culture Our positive and supportive culture encourages our team members to do their best work every dayWe celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and awareWe offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives Corporate citizenship Chenega MIOS is led by a purpose to make an impact that mattersThis purpose defines who we are and extends to relationships with our clients, our team members, and our communitiesWe believe that business has the power to inspire and transformWe focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities Learn more about Chenega's impact on the world Chenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confidentTo help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Recommended Skills Agile Methodology Coaching And Mentoring Communication Contract Management Counter Intelligence Polygraph (Ci Clearance) Friendliness Apply to this job.
Think you're the perfect candidate? Apply on company site Estimated Salary: $20 to $28 per hour based on qualifications.
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