Circinus
TDSN Service Desk Manager
Circinus, Washington, District of Columbia, us, 20022
Circinus is seeking a highly organized and experienced Project Manager to lead our TSDN Service Desk Support Services contract for the Department of Treasury. The Project Manager will oversee the transition to an ITIL-based Service Desk, ensuring efficient handling of support requests, incident resolution, and customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to delivering high-quality service to Treasury end-users. Staffing adequately to meet service level agreements and adjust shifts as needed to accommodate changes in call volumes
Lead the transition from the current "Call Center" to an ITIL-based Service Desk focused on resolving a high percentage of requests during the initial inquiry.Provide onsite coverage from 7 AM to 6 PM and ensure maintenance for after-hours support functions and emergency corrective actions during non-core hours, including weekends.Designate on-call individuals for major system failures, security incidents, and incident response exercises as directed by the Federal Program Manager.Respond to support requests via self-service web submissions, customer emails, and dedicated phone line, providing answers to IT questions and resolving Tier I and II issues.Log all support requests into the incident management system and escalate calls/issues to higher-tier support when necessary.Utilize remote assistance tools to troubleshoot and resolve technical issues, ensuring adherence to TSDN security protocols.Facilitate daily standup briefings and develop Daily Status Reports (DSRs) for government PM and staff, as well as prepare Special Outage Reports (SOR) as needed.Develop, obtain, and react to customer feedback through satisfaction surveys and phone calls, ensuring continuous improvement of service quality.Record and verify equipment information in the asset tracking system and perform Data Transfer Agent (DTA) duties in compliance with DoD and NIST regulations.Participate in DR/COOP exercises to ensure the Service Desk's readiness to respond during actual events.Requirements
Requires ACTIVE Secret clearance, Top Secret preferredMaster'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.Excellent customer service and communication skills, with proficiency in technical triage and troubleshooting.Detail-oriented in creating and modifying tickets in IT ticket tracking systems such as Service Now.Knowledge of LAN networking, Windows operating systems, HP and Dell desktop/laptop equipment, and COTS applications.Familiarity with ITIL best practices and remote administration of IT equipment.Ability to lead and manage a team of service desk technicians with varying degrees of expertise.
Lead the transition from the current "Call Center" to an ITIL-based Service Desk focused on resolving a high percentage of requests during the initial inquiry.Provide onsite coverage from 7 AM to 6 PM and ensure maintenance for after-hours support functions and emergency corrective actions during non-core hours, including weekends.Designate on-call individuals for major system failures, security incidents, and incident response exercises as directed by the Federal Program Manager.Respond to support requests via self-service web submissions, customer emails, and dedicated phone line, providing answers to IT questions and resolving Tier I and II issues.Log all support requests into the incident management system and escalate calls/issues to higher-tier support when necessary.Utilize remote assistance tools to troubleshoot and resolve technical issues, ensuring adherence to TSDN security protocols.Facilitate daily standup briefings and develop Daily Status Reports (DSRs) for government PM and staff, as well as prepare Special Outage Reports (SOR) as needed.Develop, obtain, and react to customer feedback through satisfaction surveys and phone calls, ensuring continuous improvement of service quality.Record and verify equipment information in the asset tracking system and perform Data Transfer Agent (DTA) duties in compliance with DoD and NIST regulations.Participate in DR/COOP exercises to ensure the Service Desk's readiness to respond during actual events.Requirements
Requires ACTIVE Secret clearance, Top Secret preferredMaster'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.Excellent customer service and communication skills, with proficiency in technical triage and troubleshooting.Detail-oriented in creating and modifying tickets in IT ticket tracking systems such as Service Now.Knowledge of LAN networking, Windows operating systems, HP and Dell desktop/laptop equipment, and COTS applications.Familiarity with ITIL best practices and remote administration of IT equipment.Ability to lead and manage a team of service desk technicians with varying degrees of expertise.