Service Desk Manager (Active Secret Clearance)

Company: Cloud Lake Technology
Location: Sterling
Posted on: February 19, 2021

Job Description:

Cloud Lake Technology, an Akima Company, delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery for government customers. Cloud Lake offers a challenging and rewarding work environment, competitive salary and benefits, and a wide variety of career development opportunities. As an Alaska Native Corporation (ANC), 100% of our company's profits go back to our more than 14,000 I--upiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment. Job Summary:Cloud Lake Technology is looking for a Service Desk Manager to join our team supporting one of our current government customers. In this role, you will be leading the Service Desk that provides Tier I and II services and support to external customers. The Service Desk is part of an overall Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management process for the Army EM efforts across 80+ military installations worldwide. Candidate must possess active DoD secret clearance and a combination of education and experience demonstrating an understanding of IT service management, incident management, and problem resolutions process, or equivalent. Responsibilities:

• Provide hands-on leadership to the service desk staff.
• Train, coach, mentor and manage service desk staff members at multiple locations throughout the country.
• Provide guidance to staff and mitigate personnel conflicts.
• Provide constant process improvement to service desk.
• Manage personnel activities of staff (i.e. hires, appraisals, rewards, disciplines, terminations as necessary) Manage staff scheduling to ensure service desk coverage during business hours and on-call support as required.
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Provide communications to company on IT updates, outages and best practices.
• Coordinate with multiple departments and companies within Akima.
• Meet the timelines of projects and assigned tasks.
• Maintain Service Level Agreements (SLAs) and look for ways to improve performance of the service desk team.
• Strive to provide outstanding customer satisfaction.
• Implement SOP's (Standard Operating Procedures) for service desk staff.
• Create and maintain end user guides for IT systems.
• Manage Software license compliance requirements.
• Provide management and staff with detailed reports from the service desk ticketing system.
• Provide budgeting and planning support for service desk operations.
• Manage and deploy images, software updates, scripts, etc.
• Manage and troubleshoot conference room IT equipment
• Maintain awareness of new and emerging technologies and products provided by IT.
• Embrace new technologies.
  QualificationsMinimum Qualifications:
  • 2 to 5 years of related and progressive experience in the service desk space is required. Prior experience managing Service Desk IT staff or prior experience managing individual IT tasks is required. Strong oral communications skills required to providing outstanding customer service.
  • Bachelor's degree in an appropriate field. Experience can be substituted for degree.
  • Proven leadership skills to manage service desk staff effectively.
  • Ability to communicate well with users on difficult IT issues.
  • Must have good writing skills.
  • Ability to work with staff with varying levels of technical experience
  • Must possess the ability to be a champion of new technologies being deployed.
  • Must possess strong negotiation skills, solid business acumen, and the ability to make difficult decisions.
  • Strong leadership skills and motivational skills are required.
  • Strong communication and presentation skills are required.
  • Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.
  • Ability to work under pressure.
  • Must be able to drive results.
  • Must have high-energy work ethic and be available to work non-standard hours.
  • ITIL Certification a Plus
  • Experience with a ticketing system (Service Now, Remedy, similar)a Plus
  • Active Secret
  • Working knowledge of MS Office products

Keywords: Cloud Lake Technology, Sterling , Service Desk Manager (Active Secret Clearance), Executive , Sterling, Virginia