Service Desk Operations Manager

6 days ago

Springfield, Virginia, United States Dunhill Professional Search Full time
Service Desk Lead Job Description

This role is responsible for supporting the Microsoft Program and requires a TS/SCI Clearance. We are seeking a highly skilled and versatile Service Desk Deputy Lead to join our dynamic team.

Key Responsibilities
  • Manage and optimize Jira Service Management workflows.
  • Provide technical support and administration for networking, application management, database management, and operating system administration.
  • Assist in help desk operations and provide excellent customer-facing support.
  • Develop and maintain scripts in Powershell, utilizing knowledge of programming languages such as C++, Perl, Powershell, and Java.
  • Utilize business analytics tools like Power Automate, PowerBI, and other variants from Google or Amazon.
  • Provide technical leadership and training to junior level technicians.
  • Provide mentorship and guidance in continuous development of junior level technicians into careers.
Other Responsibilities
  • Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked, and resolution occurs within client Service Level Agreements.
  • Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures, and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
  • Assists with taking customer calls as needed.
  • Assists with setting goals and objectives for the Service Desk Operations organization.
  • Facilitates the day-to-day management of customer problems/requests/issues.
  • Monitors incidents and ensures that Service Level Agreements are met.
  • Identifies and recommends areas which need to be addressed by new or streamlined procedures.
  • Performs follow-up on incidents with customers as needed to ensure customer satisfaction.
  • Develops and maintains knowledge of customer and customer-specific business environment. Ensures staff acquires customer-specific skills and knowledge.
  • Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required.
  • Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting, and other HR issues, as appropriate.
  • Maintains an informed status of operations by attending meetings, conferences, and focus groups as appropriate.
  • Clearly defines and communicates roles and expectations to supervised personnel.
  • Responsible for monitoring employee performance and behavior, coaching, mentoring, and taking corrective action as appropriate.
  • Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination.
  • Assists in developing and communicating the necessary policies, procedures, standards, and processes that promote productivity and effective resource utilization.
Requirements
  • Bachelors degree in Computer Science or Management Information Systems.
  • If the degree is not in CS/MIS, extensive experience (3-5 years) or numerous certifications in networking, operating systems, and DEVOPS/scripting or coding is required.
  • Technical Background: 3-5 years.
  • Leadership Role: 1-3 years.
  • Experience with incident tracking system.
Security Clearance
  • TS/SCI and willing to do a CI Poly.
Required Certification
  • Security +.
Technical Skills
  • Networking.
  • Application Management.
  • Database Management.
  • Operating System Administration (Linux/Unix preferred, Windows experience also valuable).
  • Help Desk Customer Support.
  • Cloud Technology (Azure Preferred).
  • Active Directory, Group Policy Objects.
Programming/Scripting Experience
  • Proficiency in C++, Perl, Powershell, Java.
Business Analytics Tools
  • Knowledge of Power Automate, PowerBI, or similar tools from Google or Amazon.
Cloud Technologies
  • Familiarity with cloud technologies and infrastructure as they relate to Application servers such as Exchange, SharePoint, Active Directory.
Other Job Specific Skills
  • Service Desk background.
  • Understanding of Service Desk metrics and how they are applied to Operate / Supervise a service desk.

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