Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Manager with a Top-Secret Clearance to support Kadiak and our government customer in Vienna, Virginia.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Service Desk Manager is to assist and oversee the support of operations and IT systems for our government physical and IT software systems. They will help develop, maintain and manage the performance of service level agreements and support to clients and ensure that service levels are achieved. The Service Desk Manager is responsible for ensuring the Service Desk Analysts are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
Essential Functions, Responsibilities & Duties may include, but are not limited to:
Provide leadership and executional support to the government, contractor and development/O&M teams.
Manage Quality Assurance (QA) meetings with Service Desk Leads, Facilities, Human Resources (new hire), Logistics and Security as needed to implement and meet objectives at the Service Desk.
Manage information system projects that include identifying customer IT requirements.
Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
Become familiar with the client’s Risk, Lifecycle, Quality, Configuration and Program Management processes to provide effective oversight of the ESS team and integrate the Service Desk processes to meet government Management standards.
Develop, Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk as well as the IT Unit and support a standard SOP auditing process to ensure processes are up to date and accurate.
Present formal and informal training and assistance on new SOPs and/or new ITU processes.
Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk services as well as enhanced support for management and oversight functions.
Use advanced skills in Microsoft Outlook, Word, PowerPoint, Excel, Project and Visio as needed.
Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics.
Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern.
Monitor ticketing systems for patterns and inconsistencies. Review and update ticket content as needed and work with staff to ensure appropriate and accurate information is included.
Act as a catalyst for change and improvement in performance and quality.
Ensure activities, services, and products meet organizational goals and objectives.
Provide regular updates on common problems encountered and identify resolutions/improvements.
Assess customer requirements and ensure that these are met within the Service Desk SOP.
Identify and execute training as needed for all three shifts when support issues of concern are identified, ensuring Shift Leads are managing their team and supporting training requirements.
Assure that all metrics are properly documented and escalated to appropriate resources for correction.
Manage the Service Desk work schedule, vacation, and holiday schedule to ensure that the Service Desk always has 24/7/365 coverage.
Ensure and certify the Service Desk staff is trained on processes and procedures.
Conduct periodic walkthroughs through the Center and meet with customers to identify any outstanding issues and to ensure that customer service is meeting established standards, such as turnaround time.
Work Experience, Knowledge, Skills & Abilities:
5+ years related experience.
Shall have experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.
Bachelor’s degree in related field highly desired but 4 years of work experience can be used in replacement of this requirement
Top Secret clearance required.
Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.
The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352