Job Listing Description

Technical Manager - Service Desk

Technical Manager - Service Desk

Job ID # 2020-10834

Contract Opportunity

Location: Arlington, VA

Industry: Aerospace & Defense

Clearance Requirement: TS/SCI

Minimum Education: Bachelor’s Degree

Minimum Experience: 8 years

What You’ll Do:
•Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested
•Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed
•Maintain a high level of Service Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
•Work with existing reporting and analytics tools to monitor Service Desk performance, identify and address areas of potential performance issues and monitor key performance indicators
•Develop cross-team and cross-departmental expertise necessary to effectively respond to issues
•Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team
•Ensure customer service excellence by monitoring tickets and reviewing customer feedback
•Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
•Customer Service Focused
•Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
•Manage, monitor and report on the services and service levels required to support and deliver an exceptional Service Desk environment
•Team Management Focused
•Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
•Ensure the Service Desk staff is appropriately skilled and trained to deliver excellent technical support and customer
•Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
•Work with Program Manager to ensure Service Desk maintain compliance with Service Level Objectives (SLOs) in accordance contractual standards
•Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact

What You’ll Need:
•Active TS/SCI with ability to obtain Poly
•Strong interpersonal skills, good balance of technical and management experience including a complete understanding of computers and network operations in a classified environment.
•Excellent written and verbal communication skills and excellent customer service skills.
•Knowledgeable in the utilization of ITIL Process Framework principles.
•Possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
•Experience with LINUX and Windows based Operating Systems (OS)
•Extensive troubleshooting experience
•Networking experience
•Customer service experience
•Extensive Service/Help Desk environment experience
•ServiceNow product experience (highly desired)
•Microsoft Office product experience
•Excellent communications skills
•Ability to multi-task
•Data Center experience
•Experience collecting system use metrics
•Candidate must meet DOD 8140.01 (IAM-1) requirements (IAM-3 strongly desired)

*U.S. Citizenship is required by law, regulation, executive order, or government contract.

Education & Experience:
•Bachelor of Science or Technology in Engineering (or related specialized area) combined with 8+ years of relevant work experience; or Master’s degree combined with 6+ years of relevant work experience or relevant experience to meet managerial expectations.

What to Expect:
•Applicants selected for employment will be required to pass a pre-employment drug screening and background investigation which may include education, criminal and work history verifications.
•Accepted applicants will have the opportunity to be eligible for benefits, including medical and supplemental insurance and a 401K. Appreciation and gratitude for employees is a hallmark of organizations with low turnover.

Moseley Technical Services, Inc. is an AA/EEO/Veterans/Disabled Employer.


For questions about benefits visit:

For more information about Moseley visit:
Job Number: 2020-10834
Job Location: Arlington, VA
Input Date: 02/07/2020
Address: 7500 S MEMORIAL PKWY STE 215-R
City, State: HUNTSVILLE, AL 35802
Phone: 256/880-0446
Fax Phone: 256/880-0936

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