IT Service Desk Manager - Secret Clearance with Security Clearance

    Updated 4 days ago
    Rome, NY 13440
    Full-time, Part-time
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    Job Description

    WANTED: a mission driven professional with a Secret Clearance or higher to become our next IT Service Desk Manager in Rome, NY. As an IT Service Desk Manager, you will: * Provide leadership and technical expertise supporting an Air Force customer with a critical mission supporting the nation * Receive a competitive compensation and benefits package, to include our Employee Stock Ownership Plan! * Be part of an empowered culture where you are a key contributor to the success of the company * Develop and implement technical solutions to transform and modernize a large federal IT enterprise to increase performance and efficiency * Continue growing your skills and knowledge A week in the life of an IT Service Desk Manager: * Oversee the operations of the IT Service Desk * Ensure that all service requests are tracked to completion and customer service SLAs are met * Mentor and train service desk staff to provide high quality customer service experiences, make every effort to resolve incidents on a first call basis, and to reduce system downtime. * Perform analysis to determine trends in service requests * Maintain and update a library of Standard Operating Procedures * Maintain an Information/Status Board for known outages * Perform as a member of the Customer Service Desk Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100+ locations worldwide. Through our focus on quality, strong cultural beliefs and innovation we deliver excellence every day. Company Awards: • Forbes National Best Midsize Companies 2021 • Energage National Best Workplaces, National 2021 • Washington Post Best Workplaces, 2021 Veteran Hiring Awards: • U.S. Department of Labor Hire Vets Medallion • BEST FOR VETS by Military Times • TOP 10 MILITARY FRIENDLY COMPANY by #CJPOST #LI-EW1 Job Requirements * Secret security clearance required; Top Secret preferred * Help Desk Institute Support Center Manager (HDI-SCM) certification required * Minimum of 5 years of experience in IT Service Center Management * Bachelor's Degree in an IT related field preferred * ITIL Foundations Certified (V4 preferred). * COMPTIA Security+ required * Experience managing a service desk for large organizations with high availability and quick response requirements. * Experience with ITIL-based service delivery * Outstanding organization and communication skills * Experience responding to cybersecurity incidents. Skills and abilities: * Highly motivated, self-starter and team player with a high energy level and willingness to aggressively take on responsibility * Demonstrated ability to approach job responsibilities with a focus on process improvement * Excellent computer knowledge and experience * Able to work and effectively communicate with all levels of management * Strong verbal and writing skills * Unconditional integrity and commitment to achieving goals EOE M/F/Disability/Veterans
    Posting ID: 602973015Posted: 2021-05-12Job Title: Service Desk Manager