Service Desk Manager with Security Clearance

Title: Service Desk Manager
Client: NDU
Location: Washington, DC Provides onsite Service Desk support at National Defense University, staffing the help desk in support of the day-to-day operations and support of IT applications. The minimum qualifications are: 10 years’ experience managing a service desk; Expert knowledge of desktop and server operating systems and applications; Strong written and oral communication and Excellent interpersonal and relationship building skills. Need experience running large helpdesk 20+ people. Tier 0,1 and 2. Has or eligible for Public Trust clearance.

Responsibilities • Manage the onsite Service Desk with receives an average of 3,000 monthly incidents and service requests from ~5,300 users • Develop and implement service desk policies and procedures • Staff and train service desk agents • Monitor and improve service desk performance • Work with other IT departments to ensure that service desk requests are routed to the appropriate department for resolution • Work with customers to resolve service desk requests in a timely and efficient manner • Maintain service desk records and reports • Stay up-to-date on new technologies and trends in the service desk industry • Work with other management team members to develop Deskside Service objectives, keeping customer service and efficiency in mind. • Lead team meetings and coach and motivate team members. • Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. • Provide support to end users on a variety of issues. • Identify, research, and resolve technical problems. • Respond to telephone calls, email, and personnel requests for technical support. • Document, track, and monitor the problem to ensure a timely resolution. • Install and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware. • Maintains upgrades and repair PCs/laptops and Window desktop applications for all system Clearance:

• DoD Secret or higher Certification:
• CompTIA Security+ CE