(IT) Service Desk Operations Manager

Terrestris Global Solutions; Arlington (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

Terrestris Global Solutions is seeking an IT Service Desk Operations Manager to oversee managed IT services for the USPS Office of Inspector General in Arlington, VA. This role involves managing service desk operations, ensuring ticket resolution, and maintaining effective communication with stakeholders. Ideal candidates will have significant experience in IT service management, strong leadership skills, and a relevant degree. Join a company dedicated to enhancing government efficiency through innovative technology.

Benefits

Health benefits

Life insurance

Disability benefits

Retirement benefits

Tuition assistance

Work-life programs

Qualifications

• At least five years of IT service desk experience, with two years in management.
• Experience in a regulated, high-security environment.
• Strong knowledge of ITIL frameworks.

Responsibilities

• Manage day-to-day operations of the Service Desk and supervise personnel.
• Ensure timely resolution of Service Desk tickets and proper classification.
• Review technical documents before submission to OIG.

Skills

Leadership

Communication

Interpersonal Skills

ITIL Frameworks

Project Management

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Bachelor’s degree in Business Administration

Tools

ServiceNow

BMC Remedy

Jira Service Desk

Job description

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking an (IT) Service Desk Operations Manager to provide managed IT Service Desk services in support of the United States Postal Service (USPS) Office of Inspector General (OIG) in Arlington, VA.

I’ve never heard of Terrestris. What do you do?
At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Operations Manager at Terrestris do?
The Operations Manager position is critical to the success of the mission and must create an effective working relationship with the COR, COTRs, and CIO management team.

What does a typical day look like for the Operations Manager?
You will:
• Serve as the Supplier's on-site liaison for the COR or designee(s).
• Be responsible for ensuring that all open Service Desk tickets are reviewed daily. This involves:
• Checking each ticket for updates and progress.
• Monitoring all tickets in the Service Desk queues to ensure they are addressed promptly, and none remains unresolved for an extended period.
• Ensuring that every ticket has an updated journal note that accurately reflects the status and any actions taken.
• Facilitate quick and effective resolution, the Operations Manager must ensure that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation. This includes:
• Assessing the priority and urgency of each ticket.
• Assigning the appropriate category and sub-category to each ticket.
• Ensuring tickets are directed to the relevant department or personnel for resolution.
• Be responsible for the management of the day-to-day operation and direct supervision of all Service Desk personnel.
• Analyze the work of subordinates and take appropriate steps for retention or other personnel actions.
• Be responsible for reviewing all technical writing documents prior to submission to OIG as well as ensuring all requirements of the contract are fulfilled and all deliverables submitted on time.
• Ensure all assets assigned to the Service Desk personnel are accounted for and accurate.
• Ensure the consumable asset stock count is accurate and reviewed on a weekly basis.

What qualifications do you look for?
You might be the professional we’re looking for if you have:
• Moderate Background Investigation (MBI)
• Authorization to permanently work in the United States without sponsorship.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• At least five (5) years of IT service desk/help desk experience, with at least 2 years in a management/leadership role.
• Experience supporting federal government clients or working in a regulated, high-security environment.
• Strong knowledge of ITIL frameworks.
• Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk).
• Excellent leadership, as well as strong communication and interpersonal skills.
• An ability to prioritize and manage multiple projects and tasks simultaneously and experience managing a team in a fast-paced and dynamic environment.

We are extra impressed by folks with:

• Experience supporting USPS, OIG, or other federal law enforcement or oversight agencies.
• Familiarity with Microsoft 365, Active Directory, remote desktop support, and standard enterprise tools.
• Project management certification (e.g., PMP).
• Experience with automation and self-service technologies to enhance service desk efficiency.

What kind of benefits does Terrestris Offer?
We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.
Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.