Service Desk Manager

4 weeks ago

Brunswick, United States ValidaTek Full time
Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

In this position you'll become part of a technically diverse team to include but not limited to Help Desk Specialists, Network Engineers, System Administrators, and Database Professionals. Together this team provides IT Operations and Support to the FLETC which is responsible for training Law Enforcement Professionals from over 90 different agencies.

Responsibilities

  • 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
  • Client and program point of contact for all Major Incidents
  • 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 1/2/3
  • Monitor 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.
Qualifications
  • 6+ years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
  • Experience in incident and problem management in a large-scale enterprise environment
  • Familiarity with service desk technologies including IT Service Management, preferably Ivanti
  • Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.
  • Must able to pass the Federal Law Enforcement Background Investigation


Salary Disclosure

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.

The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.

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