IOSS Deskside-Support Manager

3 weeks ago

Washington, United States Circinus Full time

Circinus is seeking a proactive and skilled Desk Side Manager to lead our Deskside Support team in delivering high-quality IT support services to the Department of Treasury's Washington, D.C. offices. The Desk Side Support Manager will be responsible for managing the day-to-day operations of the Deskside Support team, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to excellence in customer service.

  • Facilitate and capture knowledge of frequent incidents and service requests to increase the percentage first call resolution (FCR).
  • Ensure adequate reporting, escalations, and staffing levels to meet the needs of the environment.
  • Adjust shifts as needed to accommodate changes in call volumes and ensure staff is properly trained for the types of tickets received.
  • Respond to support requests from various sources including self-service web submissions, emails, and phone calls.
  • Strive for >80% of support requests to be resolved as first call resolutions, minimizing escalations.
  • Provide answers to commonly asked IT questions and resolve technical issues of moderate complexity.
  • Log all support requests into the incident management system (ServiceNow) and escalate issues as necessary.
  • Administer end user facing components of the IT infrastructure including desktops, laptops, VDI, thin/zero clients, mobile devices, and peripherals.
  • Assist with asset management tasks including verifying inventory, conducting physical inventories, and recording equipment details in ServiceNow.
  • Coordinate with internal teams and external vendors for equipment installation, de-installation, and integration services.
  • Conduct imaging, configuration, and deployment of new and recycled desktops/laptops with standard images.
  • Troubleshoot and resolve hardware and software-related issues, ensuring timely resolution and minimal disruption to users.
  • Perform Microsoft Active Directory administrative functions including user and group management, permissions administration, and folder structure administration.
Requirements
  • Requires Public Trust clearance
  • Master's Degree or equivalent and Fifteen (15) years of experience.
  • Ten (10) years in supervision of substantial IT/Networking projects, Five (5) years of this experience must have been in supervising large IT/Networking services contracts, including people of various job categories and skills, and must have occurred in the last seven (7) years. Experience in government contracting preferred.
  • Must be able to work flexible hours, including weekends and holidays as required.
  • ITIL Foundation certification preferred.
  • Must have Proficiency in creating and updating tickets in ServiceNow.
  • Knowledge of latest Windows Operating System (OS), CISCO network, HP, and Dell IT equipment.
  • Ability to lift equipment weighing approximately 50 pounds.
  • Basic knowledge of networking and inventory management.
  • Experience in troubleshooting hardware and software issues, performing spyware and virus removal, and installing component upgrades.
  • Ability to work under moderate supervision and follow standard methodologies for troubleshooting.
  • Strong aptitude in configuring, installing, and upgrading hardware and software.
  • Familiarity with Microsoft Active Directory administrative functions.
  • Ability to maintain standard software images for desktops, laptops, and mobile devices.

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