Service Desk Manager

at  Agile Defense

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation’s most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #: 557
Job Title: Service Desk Manager
Location: 5250 Martin Road Redstone Arsenal, Alabama 35898
Clearance Level: Active DoD - Secret

SUMMARY

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PEO MS which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PEO, Information Mission Area (IMA). PEO MS is an approved Data Center providing hosting to multiple organizations, Cloud Infrastructure as a Service (IaaS) throughout the US Army Acquisition community.
Customer Support Team Lead/Manager

EDUCATION, BACKGROUND, AND YEARS OF EXPERIENCE

• 2+ years Tier III IT customer service experience
• Management/Leadership experience preferred

REQUIRED SKILLS

• Must possess extensive knowledge of technical and management concepts, procedures and practices.

PREFERRED SKILLS

Tier III IT Support experience, preferably as a supervisor

• Periodic spot-checks on timecards, ticket status and project statuses
• Excellent written and verbal communication skills
• Ability to work in dynamic and fast paced environment
• Ability to work with other team leads
• Ability to multi-task
• Strong organizational, presentation, and customer service skills
• Ability to think quickly and adjust to adversity
• Ability to quickly respond to the customer with a meaningful update
• Willingness and ability to take the time to understand the customer’s complaints and concerns
• Provide mentorship to the team

PHYSICAL REQUIREMENTS

• Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See
  Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It’s how we show up every day. It’s who we are.
  Happy - Be Infectious.
  Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
  Helpful - Be Supportive.
  Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
  Honest - Be Trustworthy.
  Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
  Humble - Be Grounded.
  Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
  Hungry - Be Eager.
  Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
  Hustle - Be Driven.
  Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c

JOB DUTIES AND RESPONSIBILITIES

• Oversees day-to-day service desk operations of approximately 30+ FTEs.

• Assist the Project Manager and Deputy Project Manager in creating and compiling contractually required documentation.
  • Support implementation of PC policies, procedures, and standards, and ensures their conformance with information systems goals and procedures.

  • Provide state-of-the-art solutions in response to inquiries from organization’s computer users.

• Train and mentor senior technicians in managing their teams

• Respond to inquiries from computer users when escalation is required
• Trains and mentor technicians on running automatic diagnostics programs to resolve problems.
• Train and mentor technicians to diagnose and resolve computer hardware and software issues.
• Coordinate, direct, and approve technicians to move, place, install, modify, and clean computer hardware and software.
• Write training manuals, when commercially unavailable, and train computer users in how to use new computer hardware and software.
• Oversee the daily performance of user computer systems and evaluate usefulness of installed software programs.
• Make recommendations on obtaining and installing new and alternate software packages.
• Respond to telephone calls and e-mail messages from customers with computer/software problems whose issues required elevation.
• Train and mentor technicians to diagnose the nature of the problem and walk the customer through the problem-solving steps, as well as remote control of customer personal computers.
• Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.
• Technical SME for customer projects and reporting
• Manage 30+ technicians during day-to-day operations (hiring, training, timecards, personnel actions, scheduling, etc.)

SUPERVISORY DUTIES

• Manage Employees
• Approve timesheets
• Approve requests for time off
• Communicate Expectations and manage employee performance
• Coach/Mentor staff
• Evaluate Performance
• Resolve complaints
• Discipline and when necessary, terminate employees
• Communicate and coordinate with Government Management
• Communicate and Coordinate with Management and all employees
• Complete insight and involvement to annual review process
• Perform Quarterly Check-Ins
• Complete Annual Reviews
• Input to promotions and disciplinary actions
  • Interview and select suitable candidates • Drive exceptional performance