IT Service Desk Manager

IT Service Desk Manager - Montgomery, AL
6 month contract, to $49/hr BOE

Position is for an defense client. United States citizenship and a DoD Secret security clearance is required.

The position is 100% on-site managing a local and remote team. Must have Active Secret and Sec CE., and ITIL4 foundations. 40 hours per week, no overtime.

As part of the SIPRNet Enterprise Service Center, you will join a team of elite Service Desk Technicians that cover a 24x7x365 Service Desk for the entire Air Force. This position is open at Maxwell Air Force Base-Gunter Annex in Montgomery, AL.
Client is hiring a motivated and experienced Service Desk Manager to help lead a multi-location 24x7x365 global Enterprise Service Desk primarily in Colorado Springs, CO but with other alternate locations including Gunter, supporting a U.S. Air Force program. The Service Desk Manager is responsible for managing daily operations of the alt Service Desk, managing their Service Desk team, representing the team to other stakeholders, and helping to ensure that the Service Desk is meeting Service Level Agreements (SLAs). To meet these demands, a qualified Service Desk manager must possess skills including decisiveness, flexibility, and the ability build a cohesive team of technicians while meeting strategic objectives and remaining calm-under pressure. This position is on-site and considered Mission Essential.

What you'll do:

• Manages team providing Tier 2-3 support services for computer system(s) and network users or other technical products and services
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements (SLAs)
• Works with the Lead Service Desk Manager (and Operations Manager) to execute the Service Desk mission and coordinate communications to the rest of the Service Desk alt locations.
• Establishes objectives and directs team activities to improve technical support practices in the areas of quality, knowledge-centered support resolution and timeframes
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Manages personnel activities (trains, schedules, appraises, rewards, motivates, disciplines, recommends termination, etc.) Works with Operations Manager to interview and hire.
• Assists users with computer hardware and/or software applications (account creation, website access, email setup, troubleshooting, etc.)
• Coordinates with relevant stakeholders, including the Service Desk team, customers, vendors, and other client teams that are on the contract
• Responds to Service Requests, Incidents, and Changes IAW published SLAs
• Supports service catalog documentation and maintenance
• Ensures team performs requested Move, Add, Change, Delete(MACD) actions and documents all their actions in tickets
• Provides weekly status reports documenting work performed
• Assists Operations Manager in other duties as assigned
• Ensure staff are credentialed, have all accounts and access as necessary, and are fully productive.
• Perform any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organizations Values

6 years of experience, may have supervisory or lead experience
What you'll need:

• Must have an Active DoD Secret clearance
• Experience working with BMC Remedy ticketing system
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of best practices for service management
• Familiarity with Active Directory (AD) and Windows OS devices
• Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards
• Excellent communication and customer service skills
• High level of integrity
• An ability to think critically about systems and to adjust consistently as needed
• Effectively managing, developing, and training the service desk team
• Maintain a high level of customer satisfaction for on-site and remote customers
• Maintaining processes and procedures documentation

Certifications:

• ITIL Foundations
• Security CE

Desired experience:

• Air Force Network IT experience preferred

8602

Job Types: Full-time, Contract

Pay: $45.00 - $49.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• Day shift
• Monday to Friday

License/Certification:

• CompTIA Security (Required)
• ITIL4 certification (Required)

Security clearance:

• Secret (Required)

Ability to Commute:

• Maxwell AFB Gunter Annex, AL 36114 (Required)

Work Location: In person

Salary : $45 - $49