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Service Desk Manager TS/SCI

2 months ago

Newington, United States Apex Systems Full time

Per client requirements, ACTIVE TS/SCI Security Clearance & CompTIA Security+ required

Position: Service Desk Manager

Location: 100% onsite - Newington, VA

Duration: 6 month W2 contract to hire - conversion contingent on performance

Pay Rate Range: $65/hr W2

Anticipated Salary: $135,000

Skill requirements:

  • 5 years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
  • Familiarity with service desk technologies including IT Service Management (prefer ServiceNow)
  • Strong client facing communication skills and experience in communicating with senior personnel, including agency executives.

Day to Day Responsibilities/typical day look like:

  • Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations.
  • Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
  • Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
  • Responsible for the effective implementation of the ITIL processes "Incident Management" and "Problem Management" and carries out the respective reporting procedure.
  • Represent the first stage of incident escalation for levels 1/2/3Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.


*Please note that as a contract employee of Apex Systems, benefits include the below with employee contribution*

  • Health
  • Dental
  • Vision
  • Life Insurance; Short Term Disability
  • Hospitalization Coverage
  • Direct Deposit
  • Weekly Pay Periods
  • Training and Development Programs
  • 401k
  • Referral Program