SOSi

IT Service Desk Manager

Job Locations US-NC-Fort Bragg
Job Post Information* : Posted Date 1 month ago(8/19/2020 9:32 AM)
ID
2020-4028
Category
Information Technology
Location : Location
US-NC-Fort Bragg
Clearance Requirement
Secret
Job Requires Relocation
Yes

Overview

SOSi is seeking an experienced Service Desk Lead. The Service Desk Lead is responsible for receiving and reviewing service requests submitted by the customer in a professional, courteous and efficient manner at Headquarters, U.S. Army Forces Command, Fort Bragg, NC. 

Responsibilities

  • Responsible for the day to day operations of the Service Desk.
  • Is the primary incident response manager for all incidents within the building.
  • Assists and advises service desk staff in resolving problems and issues that arise with customers.
  • Ensures all work performed by Service Desk is tracked via Remedy.
  • Collects and reports remedy statistics based on customer defined frequencies.
  • Builds and maintains healthy, professional relationships with customers and mission partners.

Qualifications

  • Bachelor's degree in a related field (IT, Computer Sciences, etc.), or the equivalent years of relevant experience
  • Seven (7) plus years of relevant experience as a Service/Help Desk Manager.
  • Current Security+ CE certificate.
  • Must possess an active in-scope DoD Secret security clearance.
  • Possess a high Level of professionalism and customer service.
  • Must be proficient in Microsoft office Applications (Word, Excel, Power Point & Outlook).
  • Must have good organizational skills.
  • Must handle and manage multiple tasks.
  • Must be flexible with working hours.

Preferred Qualifications

  • ITIL (V4) Foundation certified within 30 days of hire.
  • Help Desk Institute Support Center certification must be obtained within 180 days of hire.
  • Fluency in a foreign language desired.

Working Conditions

  • Typical office working environment.

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