Service Desk Manager chez Softtek Government Solutions

Service Desk Manager

Washington, DC/Onsite

Softtek Gov’t Solutions

Overview: 

Softtek Government Solutions is in search for a Service Desk Manager that will oversees the IT support operations of an organization, ensuring efficient and effective support for end-users. This role involves managing a team, implementing IT policies, and maintaining service level agreements (SLAs). Key responsibilities include managing the service desk team, handling escalations, and monitoring performance metrics to ensure timely and high-quality support. 

Responsibilities: 

Provides daily supervision and direction to staff who are responsible for service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract. These personnel serve as the first point of contact for troubleshooting hardware/software PC and printer problems.

Requirements/Qualifications:

Minimum Qualifications:

• Associates degree or equivalent experience.
• US Citizenship
• At least 5 years’ experience managing an IT service desk.
• Strong demonstrated leadership abilities.
• Experience research and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows 10, and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification. 

 About Softtek Government Solutions: 

Softtek Government Solutions is a professional services firm focused on addressing our nation’s most complex threats and challenges. As a small business we’re committed to supporting our clients’ missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities.

Softtek Government Solutions encourages collaborative communication and ongoing learning.  Some of our benefits include:

• Extensive training programs
• Gym membership reimbursement
• Education reimbursement
• Technology benefits
• Commuter benefits
• Generous paid time off and much more!

Softtek Government Solutions is an Equal Opportunity Employer (EOE)