Service Desk Manager

Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative technology? Join us and unleash your potential working in an Agile environment while modernizing enterprise systems and applications needed to support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity.   

We are seeking a highly motivated and experienced Service Desk Manager to lead our IT Service Desk team in providing exceptional customer support to Treasury employees. The successful candidate will be responsible for managing the day-to-day operations of the Service Desk, ensuring that all requests are resolved efficiently and effectively, and providing excellent customer service. 

Your Role: 

• Staffing adequately to the needs of the environment and adjusting shifts to accommodate changes in call volumes. 

• Manage the IT Service Desk team, including training and performance evaluation. 

• Ensure that all support requests are logged into the incident management system (ServiceNow) and responded to in a timely and efficient manner. 

• Provide resolution to known issues as well as technical issues of moderate complexity. 

• Escalate calls/issues to higher-tier support when necessary. 

• Troubleshoot IT problems to determine whether they are hardware or software-related and attempt to assess/reminiscing the problem with the initial call. 

• Perform all levels of user account maintenance, including account creation, modification, and unlocking, as well as other technical issues of moderate complexity. 

• Use remote assistance tools to remotely access a user's desktop and troubleshoot/resolve common issues. 

• Record and/or verify the description, serial number, customer name, barcode, vendor information, and location of all deployed/ received equipment in ServiceNow for asset tracking purposes. 

• Assist users teleworking with problems related to DO-issued systems remote access connectivity, authentication, authorization, RSA token issues, PIV cards, etc. 

Requirements

• Bachelor's degree in Computer Science or a related field 

• At least 8 years of experience in IT Service Management, including service desk management, incident resolution, and problem management. 

• Experience with incident management systems (e.g., ServiceNow). 

• Proven track record of leading a team to achieve high levels of customer satisfaction, first-call resolution rates, and team productivity. 

• Strong understanding of ITIL framework and best practices. 

• Excellent communication, interpersonal, and leadership skills 
• Ability to obtain and maintain a Government Background Investigation
• US Citizenship REquired

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance