Position contingent upon contract award.
SNVC is seeking a qualified, motivated Tier 1 and 2 Service Desk Manager for the Help Desk, who will be responsible for leading and directing all service desk activities. On a day-to-day basis, this individual will ensure that all service desk activities delivered are with highest level of quality, in accordance with program performance objectives 24/7/365. The qualified candidate must be technically skilled, and experienced in monitoring services, conducting daily and periodic reviews to ensure the contractual service levels are being achieved while leading the delivery of positive incident management and Tier 1 services. The Service Desk Manager will apply continual service improvement processes to deliver innovative solutions and best practices, and drive for more efficient and effective services to all customers. The Service Desk Manager will disseminate policy, prepare and distribute schedules, monitor activities, and advise Government personnel of the status of projects. The Service Desk Manager shall closely monitor tasks and provide notification of any deviation from budget, schedule, or resources. The Service Desk Manager or designated representative shall be responsible for the delivery and coordination of all deliverables required.
Experience with the DHS/USCIS a plus. Project Management Institute (PMI) PMP Certification desired. ITILv3 Intermediate Level Certification in Service Operations required or achieved within 6 months. Familiar with standard concepts, practices, procedures within IT support functions and service delivery including Help Desk or Service Desk Operations and Tier I and 2 operations and support. Critical thinking and ability to create quality valued reports a must. Responsible for the design and maintenance of the technical and project/program documentation associated with the project/program operations. Possess strong organizational, presentation, and customer service skills.
- Bachelor's Degree or higher
- Minimum of 3-5 years’ experience in IT service desk environment
- Service Desk Institute (SDI) certification
- ITIL certification
U.S. CITIZENSHIP REQUIRED. Applicant selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
SNVC has been providing business solutions through innovative information technology services since 1998. We believe that when our clients succeed, we succeed. As a veteran-owned company, we are committed to supporting our nation and delivering value that enables the success of government programs. SNVC is the 2011 and 2012 Virginia Business magazine winner of the “Best Places to Work” award in our business size category. For further information, please visit our website at: www.snvc.com.
SNVC - 15 months ago