Overview:

JOB TITLE: Help Desk Manager - Principal

GOVERNMENT AGENCY: DOJ EOIR End User 

POSITION INFORMATION: Full-time 

LOCATION: Hybrid - Falls Church, VA

POSITION TIMING: Candidate will obtain a DOJ Public Trust clearance which must be complete prior to starting work. The clearance typically takes 4-6 weeks to process.  

CLEARANCE REQUIREMENTS: Ability to obtain a DOJ Public Trust 

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off 

ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government. Our mission is to apply earned expertise in information technology and information assurance/security to assist this client in achieving its mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment. 

Responsibilities:

Collaborate daily with OIT Operations Service Management leadership to receive tasks for the OIT Service Desk, provide information and updates, and plan task management and Service Desk initiatives.

Provide direct training, mentorship, and management on a daily basis to five Service Desk Team Leads to include understanding tasks and routine responsibilities, direction and oversight, and job performance accountability.

Provide mentorship and management oversight on a weekly or monthly basis to 40+ service desk analysts to ensure job performance accountability, job satisfaction, and professional development.

Develop, update, and evaluate the value of routine and ad hoc Service Desk metrics and ticket status reports, Service Desk processes (including SOPs), and Service Desk analyst schedules and operations across desktop support, application support, and hardware teams.

Coordinate with ITC Federal project managers to effectively plan, execute, monitor, and close out Service Desk projects to include offices moves and hardware refresh projects.

Coordinate with the ITC Federal VoIP Team to improve and update the automatic call distribution (ACD) system to suit Service Desk business needs.

Collaborate with the ITC Federal Program Manager to ensure KPI achievement and develop continuous improvement initiatives for the Service Desk.

Lead quarterly trend analysis task performance conducted by the Service Desk Team Leads.

Develop functional improvements to ServiceNow Incident and Service Request catalogs, workflows, and dashboards to be implemented by ServiceNow developers.

Represent the Service Desk in troubleshooting and technical planning calls with other OIT functional areas / teams.

Qualifications:

Basic Requirements:

Bachelors degree or higher.

Ten years overall professional experience with at least four years of experience in IT operations and four years of experience managing a service desk or IT team of 20+ team members.

Demonstrated experience providing training, mentorship, and management oversight to junior managers or team leads.

Demonstrated experience developing and updating work metrics and/or ticket status reports to communicate service levels and support operating procedures and changes.

Demonstrated experience developing and updating IT work processes and SOPs.

Demonstrated experience planning and executing complex IT projects.

Must be customer-service oriented with demonstrated problem-solving capabilities 

Excellent written and verbal communications skills, especially in raising, documenting, and reporting incidents, problems, and outages

Excellent organizational skills with meticulous attention to detail and accuracy.

Preferred Requirements:

Demonstrated experience generating reports from ServiceNow or a similar work management tool.

Demonstrated experience creating new workflows and improving existing workflows in ServiceNow or a similar work management tool.

Demonstrated experience creating new dashboards and improving existing dashboards in ServiceNow or a similar work management tool.

Any combination of A+, Network+, Security+, ITIL, or similar IT certifications

ITC Federal is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.