Service Desk Manager

STOPSO; Morgantown (WV); On-site; USD 100,000 - 110,000; Full time

Job summary

STOPSO in Morgantown, WV seeks a Service Desk Manager to lead and direct the service desk team, ensuring quality and timely delivery on offsite government contracts. The role requires executive-level administration, technical direction, and contract coordination.

The ideal candidate will have a BA/BS (or equivalent), 5+ years of leadership, ITIL certification, and may hold HDI certifications. Public Trust eligibility is required for the position.

Qualifications

• BA/BS or equivalent required.
• Five years of proven leadership or equivalent experience.
• Ability to manage complex IT contracts and staff.

Responsibilities

• Oversee the service desk staff and provide leadership and direction.
• Manage and administer day-to-day service desk operations; ensure quality and schedule adherence.
• Coordinate task orders, recruit and deploy personnel, and optimize procedures for contract success.
• Provide status updates to customer representatives and maintain continuous control measures.

Skills

Leadership

Project management

Communication

Strategic planning

Education

BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent

ITIL certification

HDI certifications (preferred)

Job description

Brief Overview Of Position

Strategic Operational Solutions (STOPSO) is seeking candidates for a Service Desk Manager role who shall provide direction, administration, quality assurance, leadership, and day-to-day oversight of the service desk staff. The support provided to the Government organization is located offsite at contractor site.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI‑SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting‑edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Requirements And Primary Responsibilities

• A minimum of a BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
• The manager must demonstrate five (5) years of successful leadership or equivalent experience.
• Responsible for overall project management of complex, multi‑task IT contracts.
• Plan, organize and manage groups of employees engaged in various technical duties.
• Provide administrative and technical direction to personnel; has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
• Provides the customer representatives with the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision.
• Possess an ITIL certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Manager is preferred.
• Able to obtain and maintain a Public Trust.

Salary: $100000.00 - $110000.00 per year