What are the responsibilities and job description for the Service Desk Manager position at Mount Mary University?
Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager. This position is in Washington, DC.
Responsibilities
The Service Desk Manager role is responsible for managing the Service Desk team and associated workload. The successful candidate improves the productivity of the team by reviewing existing processes to identify and resolve process gaps. Reviews/documents work flows to identify practices that can be simplified as well as recommends new tools/services as required. The Service Desk Manager Expertise in troubleshooting core services such as Windows 10, Microsoft O365 applications, HP MFD printers, desktop applications and manage the PC lifecycle and associated tools for the organization. The manager will work with all levels of the organization and must be comfortable presenting to and communicating with various audiences.
Experience Required
Responsibilities
The Service Desk Manager role is responsible for managing the Service Desk team and associated workload. The successful candidate improves the productivity of the team by reviewing existing processes to identify and resolve process gaps. Reviews/documents work flows to identify practices that can be simplified as well as recommends new tools/services as required. The Service Desk Manager Expertise in troubleshooting core services such as Windows 10, Microsoft O365 applications, HP MFD printers, desktop applications and manage the PC lifecycle and associated tools for the organization. The manager will work with all levels of the organization and must be comfortable presenting to and communicating with various audiences.
Experience Required
- Service Desk Manager possess experience in the day-to-day operation and direct supervision of all Service Desk personnel
- Analyze the work of subordinates and take appropriate steps for the retention or other personnel actions.
- Creating an effective working relationship with the COR, COTRs, and the CIO management team
- Requires experience in the technical areas of telecom circuits, Cisco, Palo Alto, Aruba Wireless and NAC, Nutanix, Citrix, and Azure environments
- Troubleshoots, researches, diagnoses, documents, and resolves technical incidents related to MS Windows OS, MS O365 applications, email, VPN connectivity, and hardware/peripheral equipment.
- Executing operational, program management, and quality control plans
- Remediate PC vulnerabilities as required
- Active Directory and Group Policy management experience
- Well organized with the ability to coordinate and prioritize multiple tasks simultaneously.
- Bachelors of Science degree in Computer Science or closely related field
- Possess a HDI Support Center Manager certification
- A minimum of eight (8) years of service desk/help desk management experience
- Active Security Clearance
- Excellent communicator
- Solid relationship builder
- Two of the following IT certifications: CompTIA A Certification CompTIA Network Certification CompTIA Security Certification MCSA: Windows 10 MCSE: Desktop Infrastructure certification
- Quality Certification (ITIL, or other)
