Service Desk Manager
Required skills
- Public Trust
Role summary
Strategic Operational Solutions (STOPSO) is seeking a Service Desk Manager to oversee service desk staff, providing direction, administration, quality assurance, and leadership. The role requires a minimum of a BA/BS degree and five years of leadership experience in IT contract management. Responsibilities include planning, organizing, and managing technical teams, providing administrative and technical direction, and having corporate authority for personnel actions. The manager will report on personnel status to customer representatives and implement continuous evaluation and control measures. An ITIL certification is required, and an HDI Support Center Manager certification is preferred. The position requires the ability to obtain and maintain a Public Trust clearance.
Brief Overview of Position:
Strategic Operational Solutions (STOPSO) is seeking candidates for a Service Desk Manager role who shall provide direction, administration, quality assurance, leadership, and day-to-day oversight of the service desk staff. The support provided to the Government organization is located offsite at contractor site.
STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Requirements and Primary Responsibilities:
- A minimum of a BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
- The manager must demonstrate five (5) years of successful leadership or equivalent experience.
- Responsible for overall project management of complex, multi-task IT contracts.
- Plan, organize and manage groups of employees engaged in various technical duties.
- Provide administrative and technical direction to personnel; has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
- Provides the customer representatives with the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision.
- Possess an ITIL certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Manager is preferred.
- Able to obtain and maintain a Public Trust.
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