IOSS Service Desk Manager

DescriptionCircinus is seeking a proactive and experienced Service Desk Manager to lead our dynamic Service Desk team in providing exceptional IT support services. The Service Desk Manager will oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to continuous improvement.Staffing adequately to meet service level agreements and adjust shifts as needed to accommodate changes in call volumes.Ensure all Service Desk staff are properly trained and equipped to handle a variety of support requests.Conduct daily standup briefings and provide daily status reports to the government Project Manager and staff.Respond to support requests from various sources including self-service web submissions, emails, and phone calls.Strive for >90% of support requests to be resolved as first call resolutions, minimizing escalations outside the Service Desk.Log all support requests into the incident management system (ServiceNow) and escalate issues as necessary.Provide technical support for existing and new IT systems, troubleshooting hardware and software-related issues.Perform user account maintenance tasks including creation, modification, unlocking, and password resets.Utilize remote assistance tools to troubleshoot and resolve technical issues.Maintain accurate records of deployed/received equipment for asset tracking purposes.Provide support for teleworking users and assist with remote access connectivity issues.Coordinate with internal and external partners for equipment deployment, patching, and application updates.Generate weekly and monthly Service Desk reports with performance metrics and SLA agreements.RequirementsRequires Public Trust clearanceMaster's Degree or equivalent and Fifteen (15) years of experience.Ten (10) years in supervision of substantial IT/Networking projects, Five (5) years of this experience must have been in supervising large IT/Networking services contracts, including people of various job categories and skills, and must have occurred in the last seven (7) years. Experience in government contracting preferred.Must be able to work flexible hours, including weekends and holidays as required.ITIL Foundation certification preferred.Must have experience with incident management systems such as ServiceNow.Knowledge of COTS applications and their support requirements.Proficiency in LAN networking, Windows operating systems, and common IT equipment.Familiarity with remote administration tools and Microsoft Active Directory.Ability to prioritize tasks and work efficiently in a fast-paced environment.Commitment to meeting SLAs and delivering high-quality service.Strong analytical troubleshooting and problem-solving skills with attention to detail.Excellent customer service and communication skills, both verbal and written.Ability to convey technical information to non-technical users effectively.

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