Service Desk Manager - Colorado Springs, United States - Peraton
Description
Service Desk Manager Job LocationsUS-CO-Colorado Springs
Requisition ID
Position Category Technical Support / Help Desk
Clearance Secret
Sector Defense Mission & Health Solutions Responsibilities
Peraton is hiring a motivated and experienced Service Desk Manager to lead a 24x7x365 Enterprise Service Desk in Colorado Springs, CO supporting a U.S.
The service desk manager is responsible for managing daily operations of the service desk, managing the 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 good service desk manager must possess skills including decisiveness, flexibility, ability build a cohesive team of technicians while meeting strategic objectives and remaining calm-under pressure.
What you'll do:
Provides 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) Establishes objectives and directs team activities to improve technical support practices in the areas of quality, knowledge-centered support resolution and timeframes Ensures that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved Manages personnel activities (hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination, etc.) Assists users with computer hardware and/or software applications (account creation, website access, email setup, troubleshooting, etc.)
Coordinates with relevant stakeholders, including the support desk team, customers, vendors, and other teams that are involved in service desk operation Responds to Service Requests, Incidents, and Changes IAW published SLAs Supports service catalog maintenance, Move, Add, Change (MAC) services Provides weekly and monthly status reports documenting work performedQualifications
10 years of experience, with supervisory or lead experience
What you'll need:
Must have DoD Secret clearance Experiences 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 and Red Hat Linux OS devices Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards Excellent communication and customer service skills 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 + PMP preferred
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy.
As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.
Peraton operates at the critical nexus between traditional and nontraditional threats across all domains:land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit to learn how we're keeping people around the world
Target Salary Range
$80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.
We are an Equal Opportunity/A firmative Action Employer.
We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.