The Abacus Team is seeking a Field Services and Service Center Manager (Deputy) to oversee a geographically dispersed technical support team providing enterprise support for the DHS US Citizenship and Immigration Services (USCIS). This is a full-time position.
Assist the Field Services and Services Center Manager to manage technical staff providing desktop, mobility, deployment, and server support throughout the enterprise. Attend weekly/monthly status meetings. Work with field, service center, and site leads to ensure open communications between Abacus team and government management. Document service issues, detailing specific information about problem or issues, and provide to appropriate government management and COR. Work with government management to resolve any issues. Plan, organize, direct, and evaluate desktop support throughout the enterprise. Develop and implement policies and procedures for IT support. Manage IT contractors and ensure they are familiar with all enterprise hardware and software, asset inventory and disposal preparation; information assurance and network security; and operations and maintenance for video conferencing. Oversee and support deployment of new technology with seamless integration into the existing infrastructure. Support operations and maintenance of physical and virtual servers. Provide orientation and training for staff as needed.
Education: Associate’s degree required; Bachelor’s degree in a related field desired.
Experience and Skills:
5+ years of experience managing field operations and/or desktop support for enterprise environments. In-depth experience in an IT service desk environment, particularly Tier II support. Experience managing a geographically dispersed team. Must have experience with PC and server hardware and software, wireless services, deployment, and O&M. Knowledge of service desk and desktop best practices. Experience establishing and implementing service level agreements. Experience tracking and reporting on metrics. Experience applying PMBOK principles to project management activities. Familiarity with MS Project or similar management tool. Excellent communication skills, proactive management style, and the ability to manage customer and other stakeholder expectations.
Experience supporting DHS USCIS a plus.
ITIL v3 Foundations and HDI certifications, plus COMPTIA A+, Security+, Network+, or Server+ certification desired.
Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust or Secret clearance.