SDA Solutions LLC, an IT consulting company, is seeking a Service Desk Manager for an important customer in Quantico, VA.
Interface for all service requests related to Marine Corps Recruiting IT environment and mission applications.
Provide Operations & Maintenance (O&M) support of the SD.
Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the prioritization levels and SLAs identified by the Government.
Ensure customer satisfaction benchmarks and current metrics are tracked and made transparent via a shared portal (i.e., Sharepoint).
Provide a status on service requests for users (i.e., via BMC Remedy or through direct follow-up communication).
Provide end-user account administration services (add/change/remove).
Provide desktop support to resolve customer service requests.
7+ years’ proven experience managing an IT customer service center
Experience working with a Federal Customer
Excellent analytical skills and business presentation skills
Strong client interfacing skills: a positive attitude, highly motivated, excellent communication and interpersonal skills
ITIL certification a plus
Experience providing desktop support.
Experience managing ticket resolution ITSM, such as Remedy.
Associate Degree (or) 2-year Technical Degree and 1 years of related experience. Without an Associate/Technical Degree, five years of related experience is required.
Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP
Special Requirements/Security Clearance
Typical office environment, able to sit for extended periods of time and stand for various periods of time.
About SDA Solutions LLC
Founded in 2013, SDA Solutions LLC (SDA) is an agile, minority and service disabled Veteran-owned small business (SDVOSB) located in the Northern Virginia region. As a professional support services company, SDA is committed to delivering an efficient and effective holistic approach to provide best in class IT Operations, Systems and Security Engineering, Cyber Security, and Test and Evaluation solutions tailored specifically to each of our client’s requirements.
Our vision is to continuously exceed expectations through providing a highly qualified, ethical, and capable professionals with a true passion to understanding our client’s mission and doing what it takes to ensure their success. Coupled with our highly skilled and passionate employees, we will provide innovative approaches using the latest technological capabilities and methods to plan, implement, and sustain advanced solutions unique to each one our client’s need.
All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status.
This position is contingent upon Contract Award and Customer Approval.