Enterprise Service Desk Manager

Responsibilities

• Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.
• Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.
• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.
• Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.
• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.
• Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Requirements

• HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.
• 7+ years of experience with 5+ years of position-specific relevant experience.
• Deep understanding of operating systems (e.g., Windows, macOS, Linux).
• Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.
• Knowledge of ITIL-informed processes and best practices.
• Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field.
• Knowledge of ITSM tools such as ServiceNow and Jira.
• Experience with scripting or automation tools.
• ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.

Desired Qualifications

• Knowledge of ITSM tools such as ServiceNow and Jira.
• Experience with scripting or automation tools.
• ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+).
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.

Physical Requirements

• Must be able to remain in a stationary position 50%.
• Frequently communicates with co-workers, management and customers, which may involve delivering presentations.
• Must be able to exchange accurate information in these situations.