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IT Service Desk Manager - Secret Clearance

Company: AMERICAN SYSTEMS
Location: Sterling
Posted on: November 20, 2020

Job Description:

WANTED: a mission driven professional with a secret clearance and 10 years of experience to become our IT Service Desk Manager to join our team in Sterling, VA. As an IT Service Desk Manager, you will: Provide leadership and technical expertise supporting a large federal law enforcement customer with a critical mission supporting the nation Receive a competitive compensation and benefits package, to include our Employee Stock Ownership Plan Be part of an empowered culture where you are a key contributor to the success of the company Develop and implement technical solutions to transform and modernize a large federal IT enterprise to increase performance and efficiency Continue growing your skills and knowledge A week in the life of an IT Service Desk Manager: Oversee the operations of a large scale (170,000 calls per year, 16,000 users), 24 X 7 X 365, IT Customer Service Desk Ensure that all service requests are tracked to completion and customer service SLAs are met Mentor and train service desk staff to provide high quality customer service experiences, make every effort to resolve incidents on a first call basis, and to reduce system downtime Scaled Agile Framework (SAFe) certification preferred Experience leading or supporting agile, responsive teams using principles from the Scaled Agile Framework (SAFe) and/or DevSecOps is preferred. Security or equivalent certification preferred Perform analysis to determine trends in service requests Maintain and update a library of Standard Operating Procedures Maintain an Information/Status Board for known outages Perform as a member of the Customer Service Desk: Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100 locations worldwide. Our employee-owners are encouraged to make a difference, implement new ideas in a collaborative environment, and focus on mission critical success. Through our focus on quality, strong cultural beliefs, and innovation we deliver excellence every day. Join us AWARDED “BEST OF THE BEST” by U.S. Veterans Magazine, “TOP 10 MILITARY FRIENDLY EMPLOYER” by MilitaryFriendly.com and "BEST FOR VETS" by Military Times CJPOST LI-EW1 Job Requirements: Secret clearance or higher. Minimum of 10 years of experience in providing Customer Support in an enterprise of equal or larger scope and geographic diversity. Bachelor’s Degree in an IT related field ITIL Foundations Certified (V4 preferred). Help Desk Institute (HDI) or equivalent certification preferred. Security cybersecurity certification or equivalent. Experience managing a service desk for large organizations with high availability and quick response requirements Experience with ITIL-based service delivery Experience with Windows Active Directory Administration Outstanding organization and communication skills Experience responding to Cybersecurity incidents Must be willing to disclose any/all past illegal drug use and certify no use of marijuana in the last 3 years nor illegal drugs other than marijuana in the last 10 years Skills and abilities: Highly motivated, self-starter and team player with a high energy level and willingness to aggressively take on responsibility. Demonstrated ability to approach job responsibilities with a focus on process improvement. Excellent computer knowledge and experience. Able to work and effectively communicate with all levels of management Strong verbal and writing skills. Unconditional integrity and commitment to achieving goals.

Keywords: AMERICAN SYSTEMS, Sterling , IT Service Desk Manager - Secret Clearance, Other , Sterling, Virginia

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