Service Desk Manager - Contingent

ARETUM Holdings LLC; Bethesda (MD); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health & Dental

401k

Paid Time Off

Family Leave

Training & Development

Job summary

Aretum Holdings LLC is seeking a skilled Service Desk Manager to oversee daily IT service desk operations, ensuring timely and effective support for issues and service requests. The role involves leadership of staff and coordination across client engagements for federal contracts.

The position requires security clearance readiness and experience in managing a team, handling CUI, and compliance with safeguarding requirements. Travel may be required to client sites.

Qualifications

• 5+ years of IT service desk management experience.
• Associate degree or equivalent experience.
• CompTIA A+ certification.
• ITIL v4 Foundations certification.
• Strong demonstrated leadership abilities.
• Experience training and improving staff performance.
• Strong working knowledge of Windows 10 and macOS.
• Experience using a ticketing system (e.g., ServiceNow).
• Excellent written and verbal communication skills.
• Strong problem solving and research skills.

Responsibilities

• Provides daily supervision and direction to staff who are responsible for service desk activities.
• Oversee phone and in person support to users for email, directories, Windows apps, and contract software.
• Oversee personnel that are the first point of contact for hardware/software PC and printer issues.

Skills

Service Desk Management

ITIL v4 Foundations

CompTIA A+

ServiceNow

Windows & OSX

Staff Leadership

Training & Dev

Communication

Troubleshooting

Documentation

Education

Associate degree

Equivalent experience

Tools

ServiceNow

Remote Support Tools

Job description

ARETUM Holdings LLC

Description

Public Trust Eligibility Required

This is a contingent position, meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification.

About Aretum

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.

Job Summary

Aretum is seeking a skilled and motivated Service Desk Manager. The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests.

Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Responsibilities

• Provides daily supervision and direction to staff who are responsible for service desk activities.
• Manage staff conducting phone and in person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract.
• Oversee personnel that are the first point of contact for troubleshooting hardware/software PC and printer problems.

Requirements

• At least 5 years of experience managing an IT service desk.
• Associate degree or additional equivalent experience.
• CompTIA A+ certification.
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
• Strong demonstrated leadership abilities.
• Experience researching and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals.
• Strong knowledge of Windows 10, and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.

Preferred Qualifications

• Experience with ServiceNow.

Travel Requirements

Travel to client locations is required for this position and may vary based on project needs.

EEO Statement

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance.

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws.

We are proud to support our nation's veterans and military families, providing career opportunities that honor their service and experience.

If you require reasonable accommodation during the hiring process due to a disability, please contact [e-mail] for assistance.

Equal Opportunity Employer/Veterans/Disabled

U.S. Work Authorization

Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency's background investigation requirements. Sponsorship is not available.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Family Leave (Maternity, Paternity)
• Short Term & Long-Term Disability
• Training & Development

ARETUM is an equal opportunity employer, committed to diversity and inclusion. All qualified candidates will receive equal consideration for employment without regard to disability, race, color, religious creed, national origin, sexual orientation/gender identity, or age.

ARETUM utilizes e-Verify to check employment authorization.

EEO/AA/F/M/Vet/Disabled.