Service Desk Manager with Security Clearance
Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' missionWe deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforceRequisition #:
SERVI004131 Job Title:
Service Desk Manager Location:
2800 Powder Mill Rd Adelphi, Maryland 20783 (Hybrid) Clearance Level:
Active DoD - Secret SUMMARYAt 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 activitiesProvide technical recommendations and solutions to address customer needs and technical gapsManage the performance of Tier 1 and Tier 2 services& support to clients (internal and external) and ensure that service levels are achievedTo ensure that customer expectations are met or exceededResponsible 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 requirementsJOB DUTIES AND RESPONSIBILITIESOversee 100% of the requests, incidents and problemsManages and coordinates urgent and complicated support issuesAct as escalation point for all requests and incidentsDevelop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organizationDetermine root cause of issues and communicate appropriately to internal and external customers.Train, coach and mentor Service Desk Specialists (Tier 1 / 2) including career developmentOversee staff activitiesBuilds/obtains (from other departments) training material for support staffAs needed, schedule employees working times and provide backup supportInteract 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 neededWill drive Ticket Deep Dive and develop strategies for improvementWork to make Service Desk the single source of truth and service delivery channel for ITMonitor and manage phone queue (participating in escalated calls as needed).Oversee Solutions repository and ensure top quality solutions are available to the staffDevelops Service and Business Level Agreements to set expectations and measure performanceDevelops an effective and workable framework for managing and improving customer IT support in the organizationAdvise management on situations that may require additional client support or escalation.Manage process for communicating outage/emergency activities to the organizationManage vendor relationships as it depends on daily operational needsPO review and approval/budgeting responsibilityReview survey feedback to improve services, tools and support experienceKeep confidential all applicant, client, and verification and company proprietary informationQUALIFICATIONSRequired CertificationsAbility to obtain a TS clearanceEducation, Background, and Years of Experience5-7 years of experience leading Service Desk and managing related enterprise activities.3 Years Project Management Experience or a combination of Professional Education, and TrainingADDITIONAL SKILLS & QUALIFICATIONSRequired SkillsStrong self-starter attitude, team oriented and good communication skills are a mustWORKING CONDITIONS Environmental ConditionsContractor site with 0%-10% travel, between Aberdeen Proving Grounds, MD and Adelphi, MDPossible off-hours work to support releases and outagesGeneral office environmentWork is generally sedentary in nature, but may require standing and walking for up to 10% of the timeThe working environment is generally favorableLighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etcWork is generally performed within an office environment, with standard office equipment available.Hybrid, Hybrid once fully up to speed2-3 days on siteStrength DemandsSedentary - 10 lbsMaximum lifting, occasional lift/carry of small articlesSome occasional walking or standing may be requiredJobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are metPhysical RequirementsStand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamentalOur culture is alive and evolving, but it always stays true to its rootsHere, you are valued as a family member, and we believe that we can accomplish great things togetherAgile Defense has been highly successful in the past few years due to our employees and the culture we create togetherWe believe several attributes are the root of our very best employees and extraordinary cultureWe have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and HustleHappy :
We exhibit a positive outlook in order to create a positive environmentHelpful :
We assist each other and pull together as teammates to deliverHonest :
We conduct our business with integrityHumble :
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below usHungry :
We desire to consistently improveHustle :
We work hard and get after itThese Core Values are present in all our employees and our organization's aspectsLearn more about us and our culture by visiting us hereCOVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractorAs such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirementsEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicantHowever, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information41 CFR 60-1.35(c) Recommended Skills Agile Methodology Business Relationship Management Coaching And Mentoring Customer Demand Planning Financial Management Hardworking And Dedicated Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
SERVI004131 Job Title:
Service Desk Manager Location:
2800 Powder Mill Rd Adelphi, Maryland 20783 (Hybrid) Clearance Level:
Active DoD - Secret SUMMARYAt 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 activitiesProvide technical recommendations and solutions to address customer needs and technical gapsManage the performance of Tier 1 and Tier 2 services& support to clients (internal and external) and ensure that service levels are achievedTo ensure that customer expectations are met or exceededResponsible 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 requirementsJOB DUTIES AND RESPONSIBILITIESOversee 100% of the requests, incidents and problemsManages and coordinates urgent and complicated support issuesAct as escalation point for all requests and incidentsDevelop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organizationDetermine root cause of issues and communicate appropriately to internal and external customers.Train, coach and mentor Service Desk Specialists (Tier 1 / 2) including career developmentOversee staff activitiesBuilds/obtains (from other departments) training material for support staffAs needed, schedule employees working times and provide backup supportInteract 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 neededWill drive Ticket Deep Dive and develop strategies for improvementWork to make Service Desk the single source of truth and service delivery channel for ITMonitor and manage phone queue (participating in escalated calls as needed).Oversee Solutions repository and ensure top quality solutions are available to the staffDevelops Service and Business Level Agreements to set expectations and measure performanceDevelops an effective and workable framework for managing and improving customer IT support in the organizationAdvise management on situations that may require additional client support or escalation.Manage process for communicating outage/emergency activities to the organizationManage vendor relationships as it depends on daily operational needsPO review and approval/budgeting responsibilityReview survey feedback to improve services, tools and support experienceKeep confidential all applicant, client, and verification and company proprietary informationQUALIFICATIONSRequired CertificationsAbility to obtain a TS clearanceEducation, Background, and Years of Experience5-7 years of experience leading Service Desk and managing related enterprise activities.3 Years Project Management Experience or a combination of Professional Education, and TrainingADDITIONAL SKILLS & QUALIFICATIONSRequired SkillsStrong self-starter attitude, team oriented and good communication skills are a mustWORKING CONDITIONS Environmental ConditionsContractor site with 0%-10% travel, between Aberdeen Proving Grounds, MD and Adelphi, MDPossible off-hours work to support releases and outagesGeneral office environmentWork is generally sedentary in nature, but may require standing and walking for up to 10% of the timeThe working environment is generally favorableLighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etcWork is generally performed within an office environment, with standard office equipment available.Hybrid, Hybrid once fully up to speed2-3 days on siteStrength DemandsSedentary - 10 lbsMaximum lifting, occasional lift/carry of small articlesSome occasional walking or standing may be requiredJobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are metPhysical RequirementsStand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamentalOur culture is alive and evolving, but it always stays true to its rootsHere, you are valued as a family member, and we believe that we can accomplish great things togetherAgile Defense has been highly successful in the past few years due to our employees and the culture we create togetherWe believe several attributes are the root of our very best employees and extraordinary cultureWe have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and HustleHappy :
We exhibit a positive outlook in order to create a positive environmentHelpful :
We assist each other and pull together as teammates to deliverHonest :
We conduct our business with integrityHumble :
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below usHungry :
We desire to consistently improveHustle :
We work hard and get after itThese Core Values are present in all our employees and our organization's aspectsLearn more about us and our culture by visiting us hereCOVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractorAs such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirementsEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicantHowever, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information41 CFR 60-1.35(c) Recommended Skills Agile Methodology Business Relationship Management Coaching And Mentoring Customer Demand Planning Financial Management Hardworking And Dedicated Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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