Sevatec Inc.

Service Desk Manager/Lead

US-DC-Washington
1 month ago
Job ID
2017-1159
# of Openings
1
Category
Information Technology

Overview

The Service Desk Manager/Project Lead will develop, lead, and motivate a team of professionals to deliver excellent technical/non-technical support with outstanding customer service for an important DOT program. This position requires a creative, diligent, hard-working individual with knowledge and experience in the areas of ITIL service delivery and quality assurance. The SDM will supervise the day-to-day activities of the IT Deployments Project team while employing industry best practices to ensure all client requirements are consistently met or exceeded. Additional responsibilities acting as liaison to client and senior management in Customer Support Service affairs, and assuring adherence to established processes and procedures. 

Responsibilities

  • Manage a team of Service Desk professionals, lead professionals, supervisors/team leads, and portal development team; assigns, schedules and manages the duties of IT Deployment Projects team.
  • Define and initiate projects, develop project plans, schedules and other artifacts to project tasks while managing cost, schedule, and scope.
  • Act as primary liaison to customer management for service desk issues.
  • Responsible for planning and implementing Information technology Security projects for FHWA Headquarters and field offices.
  • Plan, define, prioritize and implement the delivery of a wide range of IT services; develop and implement deliverables of customer services professionals.
  • Develop, implement, oversee and monitor IT security and IT service support policies, agreements and standards; and initiate, direct and participate in security audits, reviews and risk assessments.

Qualifications

  • 7+ years of experience providing Tier II support.
  • Has overall responsibility for IT Deployment Projects.
  • Ensures that all phases of IT Deployment Projects support are properly.
  • coordinated, monitored, logged, tracked and resolved appropriately.
  • Experience managing a team of 10 or more.
  • Excellent working knowledge of Customer Relationship Management.
  • Extensive experience supporting Microsoft Office suite (Word, Excel, Outlook, Access, PowerPoint, and Project).

Desired Skills and Experience:

  • Federal contracting experience.
  • ITIL v3 Certification (Foundations or higher)
  • 2 years’ experience leading an ITIL-based or ISO 20000-certified service desk operation
  • DoD 8570 IAT II compliant (current Security CE certification or equivalent) 

Security Clearance: Must be a US Citizen or Permanent Resident and able to obtain a Government Public Trust clearance.

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