Service Desk Manager
Washington, DC

Job Description

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. Job Description SummaryJob Responsibilities: •Provide Project/Teams Management for a large contract. •Provide overall direction of Service Desk team. •Manage and maintain Contractor interface with the senior levels of the customer's operations organization. •Consult with customer and Contractor personnel to formulate and review task plans and deliverables, ensuring conformance with program and project task schedules, and contractual obligations.•Establish and maintain technical and progress reports, SLA and KPI monitoring reports, weekly status reports. •Organize and assign responsibilities to subordinates, and oversee the successful completion of all assigned tasks.Education and Experience:•Bachelor Degree in Computer Science/Engineering, Information Systems, Business or related discipline. •At least five (5) to seven (7) years of related experience.• At leas five (5) years of service desk management of a team of 15+ members geographically dispersed•At least five (3) years of experience related to vulnerability and patch management. •A broad knowledge of IT Infrastructure functions including Patching, Imaging, and Desktop Support and Asset management.•Experience managing teams of contract support personnel at multiple locations.•Experience maintaining and managing client interface at senior levels of the client organization.•Meets with customer and staff to formulate and review task plans and deliverable items. Ensures conformance with task schedules.•Certification in at least ITIL v3 Foundations certification is required•PMI Project Management Certificate (PMP).•Knowledge of SDLC, Configuration Management, Release Management, and Change Management.•Intermediate level skills in Microsoft Suite (Word, Excel, and PowerPoint, Visio)• Experience with Ivanti and ServiceNow preferred•Strong analytical and problem solving abilitiesAdditional Requirements as per contract/client:•Ability to obtain and maintain Public Trust security clearance

Essential Duties and Responsibilities:

* Communicates job expectations to information technology staff by planning, monitoring and appraising job performance
* Maintains staff by recruiting, selecting, orientation and training employees, maintain a safe and secure work environment
* Maintains organizational effectiveness and efficiencies by defining, delivering, and supporting strategic plans for implementing information technologies
* Oversee technical activities to ensure successful project execution and meeting of requirements
* Ensure team is following established best practices for resolving employee technical issues
* Directs technological endpoints standards by studying organizational goals, strategies, practices, and user projects
* Completes project by coordinating resources and timetables with user departments
* Act as an escalation point for end user requests and incidents
* Manage and perform supervisory duties on a daily basis for the Desktop Support Services Team and ensuring procedures and processes are adhered to
* Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI's and trends to IT leadership

Minimum Requirements:

* Bachelor's degree from an accredited college or university; Computer Science or Business field of study preferred
* 5 years' experience performing and implementing strategic operational analysis and solution development, including general project management in IT/Business environments
* Experience in formal project management practices similar to those published by the Project Management Institute (PMI)
* Experience in delivering IT infrastructure projects
* Experience in implementing software projects from requirements through implementation
* Strong interpersonal and team building skills, as well as an understanding of client relationship building are essential
* Excellent verbal and writing skills and be comfortable working with customers
* Excellent organizational, interpersonal, written, and verbal communication skills
* Ability to perform comfortably in a fast-paced, deadline-oriented work environment
* Ability to execute many complex tasks simultaneously, and work as a team member as well as independently

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.