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IT Service Desk Manager (Planned Position)
$140,000 - $160,000/Yr
Microhealth - Falls Church, VA
posted about 2 months ago
Full-time - Senior
Falls Church, VA
Professional, Scientific, and Technical Services
About the position
MicroHealth is seeking an IT Service Desk Manager to support the Defense Health Agency (DHA) at the Defense Health Headquarters (DHHQ) in Falls Church, VA. This role is crucial for managing the IT Service Desk team, ensuring effective service delivery, and enhancing client support in a dynamic environment. The position offers opportunities for skill enhancement and career advancement while contributing to the digital modernization efforts of the DHA.
Responsibilities
- Supervises and coordinates activities of IT Service Desk Specialists, Coordinators, or Technicians.
- Identifies, troubleshoots, or resolves information systems problems to minimize downtime of applications and personnel.
- Fields telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
- Uses independent thinking to achieve complex tasks with little to no supervision.
- Utilizes ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support at the DHA.
- Oversees all survey planning, design, sampling, and development, creating guidelines for capture, management, and use of information for the knowledge base.
- Manages pretest/pilot surveying and defines and refines the agenda for survey database administration.
- Assesses reliability and validity of data and determines proper survey data collection methodology.
- Oversees the production of reports and findings.
Requirements
- Master's Degree or equivalency in a related field.
- Eight (8) years of progressive experience (with Master's).
- Ten (10) years of progressive experience (Bachelor's).
- Twelve (12) years of progressive experience (High School Diploma).
- Certifications: IAT II and 8570.01-M CE including one of the following: Security+ CE, CND, GSEC, GICP, CySA+, CCNA Security, SSCP or CYSA.
- ServiceNow and ITIL v4 expertise.
- Strong leadership and communication skills.
- Experience briefing Federal and DoD executive leadership.
- SLA/OLA management experience.
- Senior level experience supporting DoD missions.
