Service Desk Manager

Description & Requirements

This position is responsible for customer satisfaction and the availability of enterprise IT services for NIEHS.

In addition to leading a team of 21 Client Support Professionals (CSP) and Desktop Engineers (DE), the Service Desk Manager is a critical interface for Executives, researchers, medical providers, the broader user community, and the enterprise IT support organization.

A day in the life of the Service Desk Manager:

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS172, P4, Band 7

Job-Specific Essential Duties and Responsibilities:

- Interface with the various directorates across the institute to support current, emergent, and potential IT Service requirements

- Audit and monitor service management intake, incident resolution, request resolution, and backlog ticket management in ServiceNow

- Perform metric reporting for SLA and contract deliverables

- Manage and oversee the NIEHS baseline computer environments for Windows and Mac devices in accordance with NIEHS information security baseline.

- Lead the continuous service improvement and evolution of the services portfolio for the NIEHS

- Continuously refine and create standard operating procedures, knowledge base(s), and work-flow processes to drive efficiencies across NIEHS.

- Govern team adherence to information security policies, privileged access policies, and all NIEHS and federal mandates

- Oversee and prioritize endpoint related projects

- Hire, train, mentor, and develop a broad staff of enterprise IT support professionals

Job-Specific Minimum Requirements:

- 5+ years supervising technical teams to maintain reliable and available IT infrastructure and services in an enterprise environment

- Experience establishing operational objectives and assignments, and delegating assignments to subordinate managers and staff

- Experience with complex technology challenges requiring analysis of situations or data, cross-functional team collaboration, and critical thinking

- Must be able to effectively communicate with Government representatives, general users, and technical staff both orally and in writing

-Minimum Education requirement: B.S.

in Computer Science, Information Technology Management or Engineering; or four years of related experience may be substituted for the education degree requirement.

- Years of Required Work-Related Experience: Minimum 5-7 years of related experience

Preferred Skills and Qualifications:

- ITIL (v) 4 Foundations or higher certification preferred

- PMP (preferred)

- Experience with any combination of the following: ServiceNow, SCCM, Jamf, Windows 11 environments, Mac OS (13.x and above), Cisco infrastructure, and automation

- Demonstrated experience providing high touch customer service

- Demonstrated experience providing team leadership for a matrixed team in an ambiguous, high tempo environment.

Minimum Requirements

TCS172, P4, Band 7

EEO Statement

Maximus is an equal o...