Enterprise Service Desk Team Manager

Description

The company supports the Department of the Air Force's Enterprise Information Technology as a Service (EITaaS) program and is moving IT service delivery from installation-based support to one enterprise-wide model meant to improve efficiency, consistency and customer experience.

This is a full-time management role for a hands-on leader who likes building people, working through difficult technical problems and keeping operations running well in a busy environment.

The Service Desk runs 24 hours a day, and this role is scheduled as an 8-hour shift Monday through Friday.

Responsibilities

• Lead, coach and develop a team of about 12 Service Desk technicians, building a collaborative, customer-focused group that performs well.
• Run day-to-day Service Desk operations so incidents and service requests are logged accurately, prioritized and resolved within the Service Level Agreements (SLAs).
• Track team performance, service metrics and operational goals to keep support quality consistent.
• Give technicians technical guidance and coaching, and help resolve complex or high-impact incidents when needed.
• Act as the main escalation point for issues that affect service, working with customers, stakeholders and vendor partners to resolve them quickly and well.
• Raise operational, technical and customer service concerns early, so risks are identified, escalated and reduced.
• Look for ways to improve processes, efficiency, knowledge sharing and service delivery.
• Make sure work meets cybersecurity, data protection and information handling requirements.
• Support workforce development through coaching, performance management and ongoing training.

Requirements

• You can obtain and keep a DoD Secret Security Clearance.
• You have 10+ years of relevant IT experience. A bachelor's degree in a related field can replace up to 5 years of that experience.
• You have at least 2 years in a supervisory, team lead or people management role.
• You have shown you can coach, mentor and develop technical teams.
• You communicate well, solve problems and provide strong customer service.
• You have managed service delivery in a fast-paced IT support setting.
• Desired: You hold an active DoD Secret Clearance or higher.
• Desired: You hold a DoD 8570/8140 baseline certification such as Security+, CASP+, CISSP or an equivalent.
• Desired: You have worked with IT Service Management (ITSM) platforms, including ServiceNow.
• Desired: You have supported Department of Defense (DoD) organizations or programs before.
• Desired: You have managed teams inside a large enterprise IT support environment.

Conditions

Full-time position on a 24/7 operation, scheduled as an 8-hour shift Monday through Friday.

Travel of up to 10% within the continental US.

You must hold at least a Secret clearance to start.

The proposed salary range is $55,400 - $116,400.

Final pay depends on factors such as location, Federal Government contract labor categories and wage rates, relevant experience, specific skills, education and certifications.

The company supports work-life balance and offers competitive pay, benefits and learning opportunities.

Benefits

• Flexible time off that lets you take the time you need.
• Access to learning resources for professional growth.
• Comprehensive benefits including healthcare, wellness, financial, retirement, family support, continuing education and time off.