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Service Desk Service Delivery Manager

3 months ago

Olympia, Washington, United States Trex Company Full time

Service Desk Service Delivery Manager
at T-Rex Solutions

Washington, DC


The Department of Commerce OCIOs Office provides complete IT solutions to customers by leveraging industry-leading infrastructure and advanced technology service solutions to maintain and improve their experience.

The DOC CIO provides services delivery, which entail collaboration with the customer to improve the quality of our products and services utilizing network and web-resources to deliver a consistent, reliable, and dependable platform to assist in fulfilling the customers business needs.

The program will support the DOC CIO across the following areas:

  • Chief Information Officer (CIO) Support
  • Digital Document and Records Management
  • Managed Service Outsourcing and Consulting
  • IT Operations and Maintenance
  • Information Technology Services Management
  • Cyber Security

T-Rex is looking to select a Managed Service Desk Service Delivery Manager to support the DOC CIO deliver its mission.


Responsibilities:

  • Support the Program Manager and Transition Manager in the delivery of the Tier 0-3 Managed Service Desk (6am-10pm Monday
Friday) including Tier 1-3 Incident and Service Request resolution, Tier 0 Self Service Web Portal, End User Training, and On-Site Support.

  • Measure and report all Contractor service levels according to Quality Assurance Surveillance Plan processes and procedures
  • Quality Assurance Surveillance Plan (QASP) processes and procedures
  • Establish and implement project management processes and methodologies for the IT community to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations.
  • Assemble project plans and teamwork assignments, directing and monitoring work efforts on a daily basis, identifying resource needs, performing quality reviews; and escalating functional, quality, cost, timeline risks and issues appropriately.
  • Track key project milestones and adjust project plans and/or resources to meet the needs of customers.
  • Coordinate communication with all areas of the enterprise that impact scope, budget, risk and resources of the work effort being managed.
  • Assist the Program Manager and Chief Technology Architect in partnering with senior management of the business community to identify and prioritize opportunities for utilizing IT to achieve the goals of the enterprise.
  • Manage human resources and staffing functions to ensure project performance is exemplary (e.g., hiring, performance management).

Requirements:

  • Top Secret Clearance is required
  • Bachelors Degree and a minimum of 5 years of experience managing, leading or supporting the delivery of a Tier 1-3 Managed Service Desk
  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • ITIL V3/V4 Foundations or comparable framework Certification.
  • Knowledge and understanding of ISO 9000 standards
  • Microsoft Certified IT Professional (MCITP) or comparable

Desired:

  • Project Management Professional (PMP) Certified.
  • Six Sigma Black Belt certified by a credible certification organization.
  • Demonstrated experience providing high?quality service in environments based on incentivized KPIs/performance standards.
  • Demonstrated experience providing high?quality service during significant Government infrastructure transitions.

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data.

We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives.

T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team.

We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals.

But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives.

T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

As part of our overall strategy and commitment to maintaining a safe and healthy workplace, and in accordance with applicable regulations, T-Rex requires that all employees be fully vaccinated against COVID-19 as a condition of employment regardless of the employees duty location or work arrangement (e.g., telework, remote work, etc.), subject to reasonable accommodation and other requirements under applicable federal, state, and local law.

If selected, you will be required to submit documentation of proof of vaccination before starting employment with T-Rex or have an approved exemption prior to the start of your employment.

Customer site vaccination requirements, if more strict, will take precedence over T-Rexs vaccination policy.
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Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely
voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in T-Rex Solutionss Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender

Gender
Please identify your race Please identify your race

Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.


Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a Uni

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