Help Desk Manager
You…
Octo has an opportunity for a Service Desk Manager to provide in depth troubleshooting across a wide range of technologies leading our Service Desk team at a Federal agency. This position will require both onsite and remote support to client staff. We are seeking technically minded individuals with strong communication skills to provide technical and customer service support to our client.
To be successful in this role, you should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, Service Now, collaboration tools, etc) and strong experience working with ServiceNow. The users you will support in this role are federal employees. Customer incidents are recorded in the ServiceNow ticketing system. The chosen candidate will have demonstrated experience documenting solutions in a clear and accurate manner and will be responsible for providing leadership, task management and project management support to a team of six Service Desk Technicians
Us…
We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client’s missions.
Program Mission…
The project you will be supporting for a federal customer will provide a variety of IT support including infrastructure, service desk, and project management services.
Requirements...
- Minimum eight (8) years’ experience in IT Service Management and/or Desktop Support
- Minimum five (5) years’ experience as an IT Support Manager.
- Candidate must have demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.
- Candidate must have demonstrated experience with ITIL’s Incident Management and Request Fulfilment practices.
- Candidate must have knowledge of ITIL’s Problem, Configuration, and Change Management practices.
- Candidate must have experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA).
- Candidate must have project management experience, and experience with MS Project or similar project management tools
- Candidate must have strong analytical, time management, and communication skills necessary to team with system owners, system administrators (both internal and external), and IT management for handling incidents/issues to support NIAMS in remediation and compliance efforts.
- Candidate must have experience developing training , SOPs, and providing training to users with various skill levels.
- Candidate must have experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.
- Candidate must have experience working on multiple projects, simultaneously, in an IT support environment, troubleshooting problems on end-user hardware, software, and networks.
- Candidate must have experience and demonstrated ability to write clear and accurate technical and end user documentation.
- Candidate must have experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.
Desired Skills:
- Direct experience with ServiceNow.
Years of Experience: Minimum eight (8) years’ experience in IT Service Management and/or Desktop Support and five (5) years’ experience as an IT Support Manager.
Education/Certifications: CompTIA A+ or Apple Certified Support Professional (ACSP); and ITIL (certifications must be obtained with 6 months of hire).
Location: Bethesda, MD.
Clearance: Able to obtain and maintain a Federal Public Trust.
Octo, an IBM company, is a technology firm dedicated to solving the Federal Government’s most complex challenges, enabling agencies to jump the technology curve. We don’t just modernize. We create lasting change through best practices that help ag...
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