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System Operations Service Desk Manager

2 months ago

Sterling Heights, Michigan, United States Nightwing Full time
About Nightwing

Nightwing is a leading provider of technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to the U.S. government. With a deep set of credentials and an unfaltering commitment to the mission, our team has been providing exceptional results for our clients for over four decades.

Job Summary

We are seeking a highly skilled and experienced System Operations Service Desk Manager to join our team. As a key member of our operations team, you will be responsible for managing a team of watch-standers, communicating policies and expectations, and facilitating a high-performance team environment.

Key Responsibilities
  • Manage a team of up to 24 watch-standers, providing guidance and support as needed.
  • Communicate policies, expectations, and feedback to team members.
  • Facilitate a high-performance team environment, promoting employee engagement and motivation.
  • Provide performance feedback and corrective action to direct staff.
  • Lead activities of the Service Desk team to diagnose and resolve client problems.
  • Guide team members on diagnosis of potential problems and resolutions.
  • Field escalated customer issues and resolve or refer to specialized experts as needed.
  • Guide and coordinate projects requiring scheduling.
  • Monitor and report the status of tickets and tasks assigned to the Service Desk, ensuring items are coordinated, logged, tracked, and resolved appropriately.
  • Provide input on process improvements and contribute to the technology road map for the strategic plan.
  • Perform metrics trend analysis and reporting, guiding resultant process improvement.
  • Contribute to the development, communication, and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
  • Provide guidance and training, may guide other staff.
  • Provide back-up duties to the Service Desk Government Lead.
  • Work support tickets as needed.
  • Evaluate and provide input regarding employee performance.
  • Conduct one-on-ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience.
  • Maintain the Service Desk schedule for a 24x7 365 support with two-person integrity (TPI).
  • Other duties as assigned and required.
Requirements
  • Must be a U.S. citizen.
  • Must have an active Secret clearance and be able to obtain a TS/SCI clearance.
  • Must be able to obtain DHS Suitability.
  • 8+ years of applicable, hands-on experience.
  • Experience managing/supervising a Service Desk environment.
  • Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers.
  • Must be able to manage multiple priorities in an efficient manner.
  • Understanding of general help desk procedures, company processes, etc.
  • Ability to design and implement effective policies to achieve consistent team results.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
Preferred Qualifications
  • Excellent computer proficiency (MS Office – Word, Excel, and Outlook).
  • Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
  • Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
  • Efficient delegation and task prioritization.
  • Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments.
  • Ability to coordinate and facilitate staff training.
  • Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed.
  • Ability to manage and resolve conflicts as they arise.
Education

Bachelor's degree in a related field. HS Diploma with 22 years of directly relevant experience.