Service Desk Manager (Job 977)

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. The Service Desk Manager will provide daily supervision and direction to Service Desk technicians, formulate and enforce performance work standards, and manage a team of support personnel.

Requirements

• Staff management experience
• Service Desk management experience
• Utilized enterprise-level remote assistance tools
• Bachelor’s degree from an accredited college or university
• ServiceNow expertise with queue management and ticket fulfillment
• 6+ years of relevant, professional experience
• Public trust clearance, or able to obtain
• ITIL v3 certification
• Certified by the Service Desk Institute as a Service Desk Manager, Desktop Support Manager, or Support Center Manager
• MAC/Windows experience
• Experience using reports/metrics/analytics to guide operations
• Experience as a Technician

Benefits

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• short and long-term disability
• flexible spending accounts
• parental leave
• legal services
• 401(k) Retirement Plan with matching component
• access to e-Learning suite for formal and informal learning
• professional and technical certification preparation
• education assistance at accredited institutions