It Service Desk Manager (Virtual)

**This position is contingent upon contract award**

SOSi is seeking an IT Service Desk Manager to join our team to support the US Army Reserve Command on Ft. Bragg, NC. The Service Desk Supervisor is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. In addition the Desktop Technical Lead must support resolution of desktop related incidents.

• Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
• Participate in metrics reviews. Seek out opportunities to continually improve service levels.
• Manage the Service Desk performance to exceed performance metrics and goals.
• Assist with Desktop Incident Resolution
• Manage contacts with customers, direct reports, peers, and independent vendors.
• Ensure smooth transition of new/improved services to Svc Operation.
• Participate in Incident auditing activities.
• Ensure self and staff compliance with all ITIL and functional processes and procedures.
• Ability to establish a solid working relationship with customer, staff, managers and peers
• Work special projects as required. Maintain all area documentation.
• Display and promote a professional sense of urgency.
• Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
• Enforce adherence to Service Desk policies and procedures
• Promote a positive team environment and seamless communication within the Service Desk.
• Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
• Prepare and maintain staffing plans and holiday/time-off schedules.

• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Secret Clearance.
• BS Degree in Computer Science, MIS, or related field/equivalent experience in lieu of a degree.
• Microsoft Visio and Project
• Must have ITIL 4 Foundations Certification
• 4+ years of proven IM/IT leadership experience or equivalent supervisory experience
• Security+ Certified
• Proven technical competency in the following areas:
• Proven project management skills in setting priorities to meet project deadlines.

• Strong knowledge of Service Desk support environments
• Strong critical thinking skills that facilitate service delivery methodology innovation
• Experience leading and developing personnel.
• Strong analytical, presentation, and problem-solving skills
• HDI certification
• Relevant technical certifications
• Strong customer service and communications skills, both oral and written