JOB DESCRIPTION

If you are ready for a new and exciting career, come join our team! BAE Systems is seeking a Service Desk Manager to provide support to our government customer on an existing opportunity.
The Support Desk Manager will be responsible for overall management, support, and coordination of 24x7 Service Desk providing Tier II level IT support and event monitoring/management. Specifically, this support Desk provides IT-to-IT support between a centrally located Network Operations Center and remote office locations.
The Support Desk Manager shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services as well as event monitoring and event response. The Support Desk Manager shall provide support to a customer base consisting of approximately 254 locations.
The Support Desk Manager is required to be onsite, in downtown Columbia, SC, 5 days per week and on call as needed for escalations.
SECURITY CLEARANCE: Due to the nature of this customer, the position will require either already possessing a government security clearance or the ability to obtain one.

REQUIRED EDUCATION, EXPERIENCE, & SKILLS:

• Minimum of 5-8 years overall experience, with increasing responsibilities in information systems management.
• Experience motivating, coaching, and evaluating support staff -ensuring effective team collaboration and development.
• 3-5 years supervisory experience including experience monitoring key performance indicators (KPIs) and customer satisfaction, preparing reports, and using data to identify areas for improvement.
• Current industry-specific technical certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), and Help Desk Institute (HDI) certification, or equivalent.
• Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking; user complaint and monitoring programs; and quality control programs.
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials & stakeholders.
• Documented experience with Implementing staffing models, scheduling, and workforce management strategies to meet operational demands.
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors).

PREFERRED EDUCATION, EXPERIENCE, & SKILLS:

• Information Technology Infrastructure Library V4 (ITIL 4) certification.A bachelor’s degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field.

PREFERRED EDUCATION, EXPERIENCE, & SKILLS

A current / active Secret or Top Secret clearance is desired.

Please refer the Job description for details