Service Desk Manager (Planned Position)

Vienna, VA
Full Time
Mid Level
MicroHealth is seeking an experienced Service Desk Manager to provide overall project management of complex, multi-task IT contracts. This leadership role requires a strategic thinker who can effectively manage technical teams while ensuring exceptional service delivery

*This is a Planned position. *

Key Responsibilities
  • Project Management: Oversee overall project management of complex, multi-task IT contracts
  • Team Leadership: Plan, organize, and manage groups of employees engaged in various technical duties
  • Administrative & Technical Direction: Provide comprehensive guidance to personnel with corporate authority to recruit, hire, and terminate personnel
  • Resource Management: Commit corporate resources and coordinate approved task orders
  • Process Improvement: Establish improved procedures and controls to ensure all services meet schedule and production requirements
  • Customer Relations: Provide customer representatives with status updates and activities of personnel covered under contract
  • Responsive Management: Address administrative or technical requests from customer representatives
  • Quality Control: Apply continuous evaluation and control measures to maintain service excellence
  • Autonomous Operation: Work independently without supervision
Required qualifications
  • Bachelor's degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or equivalent field
  • Minimum five (5) years of successful leadership or equivalent experience
  • Demonstrated track record in service desk or IT support management
  • Experience managing complex IT contracts and multi-disciplinary teams
Required Certifications
  • ITIL Certification (Required)
  • One or more Help Desk Institute (HDI) certifications
  • HDI Support Center Manager certification (Preferred)
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information.
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