Enterprise Service Desk Manager

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, intelligence community, and federal civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

As the Enterprise Service Desk Manager, you will lead the overall management and coordination of a contract for all work performed for a federal Enterprise Service Desk Program supporting over 100,000 users. The Enterprise Service Desk Manager serves as the central point of contact with the Contract Officer Representative (COR). Enterprise Service Desk Manager oversees all day-to-day operations, tracking and monitoring, and reports on project performance. Enterprise Service Desk Manager ensures all activities are conducted in compliance with applicable agency procedures. Enterprise Service Desk Manager reports on project activities, including system activity reports, monthly status reports, and onboarding and offboarding of contract staff. Enterprise Service Desk Manager conducts meetings and reviews throughout the life of the project to ensure collaboration, transparency, and quality review/inspection. You will be responsible for monitoring cost and deliverables under the program and providing a monthly report itemizing labor.

• Attend all meetings as determined by the COR
• Act with full authority of the contract on all contract matters relating to day-to-day operations through tracking and monitoring of project performance
• System Activity Report that presents help desk ticket statistics, trend analysis, and other data relevant to Service Desk operations
• Monthly Status Report to be delivered with the Contractor’s invoice summarizing the activities for the period, upcoming activities, deliverable status, and risks
• Provide oversight and supervision of all contract personnel assigned including Onboarding, offboarding, and status of staff preparing to be onboarded
• Conduct meetings and reviews throughout the life of the project to ensure collaboration, transparency, and quality review/inspection
• Reviews for Service Desk Standup to address ticket queue, security items, and work scheduled
• Reviews for Service Desk Status Meetings to present project status, action items, issues, and risks
• Project Management Review (PMR) that includes activities during the last period, organizational structure and staffing, schedule and milestone status, help desk ticket status, and trends, planned and unplanned outages, deliverables, upcoming activities and risks, issues and action items

Required Qualifications:

• 8+ years of experience in Project Management with 4+ years of those supporting an Enterprise Service Desk program.
• ITIL v3 or higher Certification Required
• Strong communication and collaboration skills
• Self-starter; works effectively and productively with limited supervision
• Maintaining a strong work ethic and willingness to collaborate on a team is required
• Excellent time management and organization skills
• Ability to work in a time-sensitive environment and meet all deadlines
• You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional
• US Citizens only. Candidates will have to undergo public sector MBI Clearance