Abacus Technology is seeking a Service Desk Manager to provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA. This is a full-time position.
Serve as the lead and manager for the service desk operation (Tier I and II) to provide industry standard, enterprise wide support for administrative and technical assistance, support of software and hardware, training, warranty and maintenance. Serve as the primary interface and point of contact to leadership on customer service issues. Manage staff and provide technical, operational and training support. Monitor and report performance metrics, identify issues in ticket resolution. Track metrics, processes and procedures to measure customer service performance and customer satisfaction. Ensure a high level of customer satisfaction.
10 years of related experience in IT field, with at least 5-8 years managing and supporting service desk operations and customer support functions. Bachelor’s degree in a related field desired. Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements). Must be ITIL v3 Foundations and/or HDI certifications desired. Experience managing a team of 3-5 service desk staff. Experience managing ticket resolution ITSM, such as Remedy. Experience implementing ITIL based processes, such as event, incident and problem management, as well as request fulfillment. Experience with USAF IT environment and networks desired. Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization. Must be a US citizen and hold a current Top Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.