Service Desk Manager at ASG

Bethesda, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Management, Tier 2 Support, Team Leadership, Performance Monitoring, SLA Management, Incident Coordination, Issue Trend Analysis, ServiceNow, Queue Management, Ticket Fulfillment, macOS, Windows OS, Linux, iOS, Customer Service, Escalation Management

Industry

Software Development

Description

Description Company Description: ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services, including software development, mobile apps, AI/ML, analytics, data science, big data, DevSecOps, digital transformation, cloud, and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:2015, 20000-1:2018, and 27001:2022 certifications. Job Description: The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services. To support this mission, NIMH relies on modern information technology for research, data management, security, and information sharing. The Information Technology Branch (ITB) serves as the central organization for IT services, ensuring secure, reliable infrastructure and delivering customer-focused solutions in software development, end-user support, IT strategy, and data management. What You Will Do: Oversees and manages a team of Tier 2 IT Desktop Support technicians, including training, coaching, and performance monitoring. Provides leadership and direction to IT Support team, fostering a collaborative and high-performance work environment. Ensures that IT Support tickets adhere to high quality standards, meet ticketing SLAs, and meets the expectations of customers. Ensures that IT Support staff provide timely and effective support to end-users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner. Coordinates the response to and resolution of IT incidents, ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users. Analyzes recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents. Monitors service level agreements (SLAs) for IT support services, ensuring that performance meets or exceeds agreed-upon targets. Manages the escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication to affected stakeholders. Other duties as assigned. Requirements What We Need: Bachelor’s degree from an accredited college or university. Minimum of eight (8) years of relevant, applicable professional experience. Experience as a Service Desk Team Lead for Tier 2 Desktop support in a macOS environment and at least two out of three of the following: Windows OS, Linux , or iOS environments. Experience managing customer expectations and delivering the highest quality customer service. ServiceNow expertise in queue management and ticket fulfillment. Even Better: One or more certifications: ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Clearance Requirement: Ability to obtain Public Trust Additional Information: At ASG, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to careers@a2-g.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. Perks: At ASG, we want you to be well and thrive. Our benefits package includes: Healthcare Benefits Life Disability Paid Time Off 401k Matching Employee Referral Bonus Education Assistance Learning and Development resources EOE, including Disability/Veterans

Responsibilities

The manager will oversee and direct a team of Tier 2 IT Desktop Support technicians, focusing on training, coaching, and ensuring all support tickets meet high quality standards and Service Level Agreements (SLAs). This role involves coordinating incident resolution, analyzing recurring issues to implement corrective actions, and managing the escalation of complex technical problems.