Service Desk Manager

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 748

Job Title: Service Desk Manager

Location: Building 1100 Stennis Space Center, Mississippi 39529

Schedule: 5x onsite to Stennis Space Center

Clearance Level: Active DoD - Secret

Required Certification(s): 

·       One of the following certifications:

Help Desk Institute:

·          HDI Customer Service Representative (HDI-CSR)

·          HDI Support Center Analyst (HDI-SCA)

·          HDI Desktop Advanced Support Technician (HDI-DAST)

·          Knowledge Centered Support Technician (KCSF)

Service Desk Institute:

·          Service Desk Certification (SDC)

·       ITIL v3 or 4 Foundation certification required

SUMMARY

The Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) IT Field Support (ITFS) Division of OIT is responsible for operational support of the entire user community in USCIS HQ offices, service centers, and field offices; Service Desk operations; IT equipment inventory management, mobility management, and hardware incident resolution.

The Service Desk (SD) Manager shall manage the performance of Level 1 services and support to customers to ensure that service levels are achieved. The SD Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.

JOB DUTIES AND RESPONSIBILITIES

·       Possess and apply comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

·       Oversee 100% of the requests, incidents and problems

·       Manage and coordinate urgent and complicated support issues

·       Act as escalation point for all requests and incidents

·       Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

·       Determine root cause of issues and communicate appropriately to internal and external customers

·       Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities

·       Identify team leads for three sections including Tier 1, Incident Management and Problem Management.

·       Verify sufficient employee coverage and provide backup support

·       Communicate status/issues with customers

·       Develop strategies for improvement

·       Monitor and manage phone queue (participating in escalated calls as needed)

·       Oversee Knowledge Management repository and ensure top quality solutions are available to the staff

·       Develop an effective and workable framework for managing and improving customer IT support in the organization

·       Advise management on situations that may require additional client support or escalation; and

·       Review customer satisfaction survey feedback from end users to improve services, tools and support experience

SUPERVISORY DUTIES

·       Responsible for the oversight and development of the service desk personnel to include Tier 1, Incident Management and Problem Management

QUALIFICATIONS

Required Certifications

·       One of the following certifications:

·       Help Desk Institute:

·          HDI Customer Service Representative (HDI-CSR)

·          HDI Support Center Analyst (HDI-SCA)

·          HDI Desktop Advanced Support Technician (HDI-DAST)

·          Knowledge Centered Support Technician (KCSF)

·       Service Desk Institute:

·          Service Desk Certification (SDC)

·       ITIL v3 or 4 Foundation certification required

Education, Background, and Years of Experience

·       Bachelor's Degree or higher

·       Minimum of 3-5 years of IT service desk experience

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·       Excellent Customer Focus/Satisfaction Skills

·       Excellent Communication Relationship Management Skills

·       Strong Team/Personnel Leadership Skills

·       Strong understanding of and ability to demonstrate the Agile Defense Core Values: Happy, Helpful, Honest, Humble, Hungry, Hustle

Preferred Skills

·       CompTIA Security+

·       CompTIA Network+

·       CompTIA A+

·       ServiceNow ITSM

WORKING CONDITIONS

Environmental Conditions

·       Government site with possible off-hours work to support escalated issues.  Work requires standing and walking up to 50% of the time.  The working environment is generally favorable.  Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within an office environment, with standard office equipment available.

Strength Demands

·       Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs.  A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.

Physical Requirements

·       Stand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. 

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

Happy - Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.

Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities