Service Desk Assistant Manager

Job ID 19-00121

Industry Computer/IT

Job Type Contract

Location Arlington, VA


Mandatory Job Requirements:  
-  ITIL v3 Foundations Certification
- CompTIA Security +
- All applicants must be U.S. Citizens and have a current DoD Secret clearance eligibility, day one and prior to entry on duty.  

Job Description
In support of the Army National Guard (ARNG) National Capital Region (NCR) Director of Information Management (DOIM) contract, the successful candidate will report to the Service Desk Manager and provide on-site (Arlington, VA) support to the Army National Guard Information Operations Division (ARNG-IMO). The successful candidate will be responsible for all process performance aspects of Service Desk Management for the DOIM contract. The successful candidate will have extensive experience analyzing processes to establish key performance indicators and targets, implementing measures and analyzing performance data, and identifying benchmarks to enable useful comparisons of performance related to the delivery of the DOIM services.  

- Manage a team of support 25+ personnel who troubleshoot IT issues.
- Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
- Ensure policies, procedures, and practices are documented.
- Ensure maximum issue resolutions in minimum time correlating to customer SLAs.
- Rely on extensive experience and judgment to plan and accomplish goals.
- Lead and direct the work of others including highly technical personnel.
- Responsible for assuring users are provided efficient and timely first- and second-level support during the assigned shift.
- Provide support for Desktop, Network, Telephony functions. 
- Perform staff scheduling to ensure service desk coverage for their respected shift.
- Invoke problem escalation procedures to coordinate recovery.
- Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
- Ensure coordination among the team.
- Ensure that decisions made to improve the overall customer support of the service desk are continually carried through.
- Solve problems and make decisions on a daily basis relative to service desk responsibilities.
- Ensure that effective service desk representation takes place for the coordination of work processes and projects with other departments and divisions.
- Interface with NGB users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
- Resolve problem situations in a professional manner.
- Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
- Manage multiple high priority initiatives in a fast paced highly technical environment.
- Manage the service desk shift team staff including consultation on performance evaluations and promotions


Basic Required Qualifications and Skills:
Note: These are mandatory items that all candidates must have when making application to Company for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.
- CompTIA Security + ce
- ITIL v.3 Foundation Certification
- Good leadership experience. Able to command the respect of strong-willed technical personnel.
- Experience supporting customers with classified and unclassified environments.
- Experience leading technical teams to resolve technical issues in classified and unclassified environments.
- Familiarity with Active Directory and troubleshooting high-level issues.
- Experienced with ITIL processes and procedures and ensuring process improvement.
- Familiarity with user profile management
- Experience in overall customer/vendor management best practices.
- Proven capability to analyze trends and metrics, ensuring team adjustments to concur complex problems in a helpdesk environment, while maintaining a positive customer experience.
- Extensive background in motivating all service desk staff to complete their tasks within SLA's or above SLA standards.
- Experience establishing and meeting goals for service improvement; collection of metrics, and reports. Results oriented.
- Experience in managing Human Resource issues such as progressive discipline, performance improvement plans, annual performance reviews, etc.
- All applicants must be U.S. Citizens and have a current DoD Secret clearance eligibility or higher, day one and prior to entry on duty.  

Desired Qualifications and Skills:
It is desirable that the candidate has the following qualifications:
- Demonstrates strong experience with BMC Remedy 7.6 or 9.1
- Proficiency in Microsoft Office products: Word, Excel, PowerPoint, SharePoint, Outlook, Visio
- Experience working with SharePoint 2012 document libraries and lists
- Excellent interpersonal skills with the ability to work as part of a team
- Self-starting with strong attention to detail
- Demonstrate excellent oral, written, and analytical communication skills
- Strong analytical and problem- solving abilities