Service Desk Manager

position-relatedRole: Service Desk Manager

Onsite Location: DC-Washington

Required: Active Secret Clearance or Higher

Duration: 6-month contract w/ possible extension

Hourly Rate: $72-82.50/hr (W2 contract only, limited-benefited)

You must be a US Citizen to apply.

Geologics is seekinga Service Desk Manager in the DC-Washington area with a Secret Clearance to join the IT Operations team in their support of the customer’s Digital Engineering Environment (DEE) Network.

Required Education & Experience

• A Bachelor's degree in Computer Science, Information Systems or related field and at least 6 years of position-related work experience, or equivalent position related work experience.
• An active Secret clearance with the ability to obtain a Top Secret clearance.
• Proven experience in IT Service Desk management, including team leadership and performance management.
• Experience troubleshooting issues related to MS Windows, Terminals, desktop applications, and networking.
• Experience creating, reviewing, and updating technical documentation
• Ability to obtain and maintain Common Access Card (CAC), badge access to the customer’s facility, and an SSP network account in good standing.
• An IAT Level II certification (typically Security+ or CCNA-Security) as specified in the DoD 8570
• Excellent communication skills both verbal and written.
• Ability to establish and maintain effective working relationships with partners and government officials.

Preferred Skills & Experience:

• Experience working in a DoD IT environment
• Active Top Secret Clearance
• Experience working on classified networks

Duties will consist of:

• Work with a Team to maintain the stability, availability and security of the Navy’s SSP networks.
• Manage the performance of the Service Desk team, to include performance reviews, establishing goals and objectives, prioritizing work, and hiring, training, and counselling Manage the Service Desk, to include handling user requests and resolving user issues
• Work with the customer to establish Service Desk metrics prepare reports on the metrics, and deliver the reports to the customer
• Ensure Service Level Agreement (SLA) requirements are met
• Review Service Desk communications and procedures for quality control
• Assist with the user access requests to ensure they are being processed in accordance with SLAs and quality metrics
• Oversee user request escalations and see these escalations through to closure
• Manage the Service Desk inventory and supplies (i.e. RSA Tokens, RSA licenses, and desktop accessories, etc.)
• Submit and track purchases for Service Desk inventory supplies to maintain stock levels
• Communicate with technical leads of other teams to ensure remote sites are reporting issues correctly, adhering to proper procedures, and remote sites inventories are properly stocked
• Support system performance tests from user point of view
• Advocate for user/desktop experience during system design/test events
• Troubleshoot, research, diagnoses, document, and resolve technical incidents related to MS Windows OS, endpoint devices, printers, network connections and Desktop Software

Who You Are:

• You are eager to work in a DoD environment supporting the customer’s mission
• You love learning how to use and administer new tools and technologies
• You enjoy working with people and collaborating across teams
• You have a high degree of personal drive, initiative and the ability to drive change

*Rates listed are not a guarantee of salary/rate. Rate offered at time of hire will depend on many factors including education, experience, interview results and skill level

GeoLogics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce. EOE/Disability/Veteran

Job Types: Full-time, Contract

Pay: $72.00 - $82.50 per hour

Benefits:

• Dental insurance
• Vision insurance

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• IT Service Desk management: 6 years (Preferred)
• MS Windows, Terminals, desktop applications, and networking.: 6 years (Preferred)
• updating technical documentation: 6 years (Preferred)
• classified networks: 6 years (Preferred)

License/Certification:

• Valid Security+ or CCNA-Security (Preferred)

Security clearance:

• Secret (Required)

Ability to Commute:

• Washington, DC (Preferred)

Work Location: In person