Requisition #:SERVI004131

Job Title: Service Desk Manager

Location: 2800 Powder Mill Rd Adelphi, Maryland 20783 (Hybrid)

Clearance Level: Active DoD - Secret

At the direction of Program Leadership, provide oversight and project management for the Service Desk supporting the US Army Research Laboratory to include all personnel management activities. Provide technical recommendations and solutions to address customer needs and technical gaps. Manage the performance of Tier 1 and Tier 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

Train, coach and mentor Service Desk Specialists (Tier 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).

Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Ability to obtain a TS clearance.

5-7 years of experience leading Service Desk and managing related enterprise activities.

3 Years Project Management Experience or a combination of Professional Education, and Training.

Strong self-starter attitude, team oriented and good communication skills are a must.

Contractor site with 0%-10% travel, between Aberdeen Proving Grounds, MD and Adelphi, MD. . Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Hybrid, Hybrid once fully up to speed. 2-3 days on site.

Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Stand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See