Service Desk Manager

Socket.dev; Morgantown (WV); On-site; USD 85,000 - 120,000; Full time

Job summary

STOPSO is seeking a Service Desk Manager to lead the service desk staff, ensuring quality assurance and day-to-day oversight for services to a Government organization offsite at contractor site. The role requires managing complex IT contracts and coordinating resources to meet schedules and performance targets.

The candidate should have a BA/BS in a relevant field and five years of leadership experience, with ITIL certification and HDI credentials preferred. Public Trust eligibility is required.

Qualifications

• BA/BS in Computer Science, Engineering, Mathematics, Business, Management or equivalent.
• Five years of successful leadership experience.
• Experience managing complex, multi-task IT contracts.
• Ability to recruit, hire, terminate personnel and allocate resources; establish procedures to meet schedules.

Responsibilities

• Provide direction, administration, and daily oversight of service desk staff.
• Plan, organize and manage groups of employees engaged in technical duties.
• Deliver administrative and technical direction; communicate status to customer representatives.
• Exercise corporate authority to recruit, hire, terminate, and commit resources; optimize procedures for service delivery.

Skills

Leadership experience

Project management

ITIL certification

HDI certifications

Public Trust readiness

Education

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

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.