Service Desk Manager

Job#: 2036035

Job Description:

Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.

Position: Senior Service Desk Manager

Location: 100% onsite - Newington, VA

Duration: 6 month contract to hire - conversion contingent on performance

Pay Rate Range: $65/hr W2

#Clearance Requirements: ACTIVE TS/SCI REQUIRED - no flexibility

Skill requirements:

• 5 years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
• Familiarity with service desk technologies including IT Service Management (prefer ServiceNow)
• Strong client facing communication skills and experience in communicating with senior personnel, including agency executives.

Day to Day Responsibilities/typical day look like:

• Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
• Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
• Responsible for the effective implementation of the ITIL processes "Incident Management" and "Problem Management" and carries out the respective reporting procedure.
• Represent the first stage of incident escalation for levels 1/2/3Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

*Please note that as a contract employee of Apex Systems, benefits include the below with employee contribution*

• Health
• Dental
• Vision
• Life Insurance; Short Term Disability
• Hospitalization Coverage
• Direct Deposit
• Weekly Pay Periods
• Training and Development Programs
• 401k
• Referral Program

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.