IT Service Desk/Knowledge Base Manager – Level IV

Systems Plus, Inc.; Fort Bliss, Northern (TX, KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Systems Plus, Inc. seeks an IT Service Desk/Knowledge Base Manager - Level IV to lead enterprise IT Service Desk operations and drive knowledge management strategy at Fort Bliss, TX.

The role requires directing ITSM programs, governance, and performance metrics to ensure mission readiness and service excellence. The ideal candidate has a Master’s degree (or equivalent), IAT II, and CE: Professional certification with 12+ years in enterprise IT service leadership.

Qualifications

• Master's degree or equivalency.
• IAT II certification.
• CE: Professional (Expert preferred).
• 12+ years of experience in enterprise IT Service Desk operations.

Responsibilities

• Lead enterprise IT Service Desk operations and knowledge management strategy.
• Provide strategic oversight of ITSM, service governance, and continual service improvement initiatives.
• Lead knowledge governance and performance metrics to optimize service delivery and mission readiness.
• Serve as senior advisor to Government leadership on enterprise service desk operations and customer support strategy.
• Supervise IT Service Desk Specialists, Coordinators, or Technicians.

Skills

ITSM leadership

Knowledge management

ServiceNow

Governance

Performance metrics

Customer support strategy

Education

Master's degree

IAT II

CE: Professional

Tools

Survey design

Survey administration

Data analysis

Reporting

Job description

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.

Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.

Systems Plus is the company for you! Experience the difference, and Let's talk about your future at Systems Plus today.

Position Title

IT Service Desk/Knowledge Base Manager - Level IV

Position Type

Full-Time, Onsite

Position Location

Fort Bliss, TX

Tracking Code

01216

Daily Responsibilities

• Lead enterprise IT Service Desk operations and knowledge management strategy.
• Provide strategic oversight of ITSM, service governance, and continual service improvement initiatives.
• Lead knowledge governance and performance metrics to optimize service delivery and mission readiness.
• Serve as the senior advisor to local Government leadership on enterprise service desk operations, operational readiness, and customer support strategy.
• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators or Technicians.
• Identify, troubleshoot, or resolve information systems problems to minimize downtime of applications and personnel.
• Assist computer users with hardware and software questions and problems as well as field telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
• Oversee all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
  • (a) Pretest/pilot surveying; defining and refining the agenda
  • (b) Survey database administration
  • (c) Assessing reliability and validity of data
  • (d) Determining proper survey data collection methodology
  • (e) Overseeing the production of reports and findings

Required Degree and Certifications:

• Master's degree and/or equivalency
• IAT II
• CE: Professional (Expert preferred)

Required Experience:

• Minimum 12 years of experience
• Experience directing enterprise-level IT Service Desk operations, ITSM (i.e., ServiceNow or current ITSM Government Platform), and knowledge management programs supporting complex, mission-critical environments or large-scale technology transformations.
• Experience providing leadership in service governance, continual service improvement, operational readiness, and performance management while serving as an expert advisor to Government leadership on local customer support strategy.

Required Clearance:

• Tier 1 background investigation

About Systems Plus

Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors.

From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more.

Through our diverse portfolio of clients and capabilities we power vision and insight-discover what's possible with a Small Business that thinks BIG!