Manager Information Technology Support Services

Sterling, VA
Jul 04, 2022
Jul 08, 2022
Full Time
INTRODUCTION:Reporting to the Belcan Government Solutions Sr. Director of Information Technology. The Information Technology Support Services Manager's role is to oversee all Service Desk and Endpoint Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordinating Service Desk and Endpoint functions. The Support Services Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Support Services Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Support Services Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.MAJOR DUTIES/ESSENTIAL FUNCTIONSStrategy & PlanningDevelop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.Analyze performance of Service Desk/Endpoint activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.Plan and conduct performance appraisals of Service Desk and Endpoint staff, administer disciplinary action, raises, bonuses and promotions when necessary.Acquisition & Deployment Collaborate with other departments to identify and/or procure Service Desk and Endpoint software for internal staff and external clients.Conduct research on emerging products, services, protocols and standards in support of Service Desk and Endpoint technology procurement and development efforts.Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.Ensure appropriate training initiatives for new and existing staff. - Purchasing and deployment tasks.Operational Management:Manage the overall Service Desk and Endpoint activities and staff.Manage the processing of incoming inquiries/incidents/requests to the Service Desk and Endpoint to ensure courteous, timely and effective resolution of end user issues.Develop and enforce request handling and escalation policies and procedures.Track and analyze trends in Service Desk/Endpoint incidents and requests and generate statistical reports.Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.Oversee development and communication of help sheets, usage guides and FAQs for end users.Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk/Endpoint issues and technologies.Oversee the development, implementation and administration of Service Desk/Endpoint staff training procedures and policies.Train, coach and mentor Service Desk and Endpoint Technicians and other junior staff.Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.Assist in the design, implementation and on-going support of ISO 20000 standards for Service Management System (SMS) compliance adherenceMonitor incident trends and anticipate potential problems for proactive resolution.MINIMUM QUALIFICATIONS FOR THE POSITION:Bachelors in computer related discipline and/or 5 years equivalent work experience.ITILv3 or ITILv4 certification highly desiredKNOWLEDGE, SKILLS AND ABILITIES:Extensive knowledge of computer hardware including Mac and PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android)Windows 10/11, Mac OS, Office 2016/2019, Ethernet, TCP/IP and VPNExperience with imaging, anti-virus products and asset management toolsExperience with Microsoft server and desktop operating systems.Familiarity with the advanced principles of ITILProven track record of developing and providing SLAs and Service Desk deliverables.Demonstrated progressive experience in the management of a technical support team.Operate in accordance with relevant industry standards and frameworks (ie Fedramp, NIST 800-171, ISO 20000/27000, ITIL, CMMC)Personal Attributes:Strong customer service orientation.Ability to plan and schedule work priorities to meet deadlines and emergencies.Solid relationship management and performance management skills.Ability to motivate and direct staff members and subordinates.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Good written, oral, and interpersonal communication skills.Exceptional interpersonal skills, with a focus on listening and questioning skills.Ability to present ideas in business-friendly and user-friendly language.Highly self-motivated and directed.Keen attention to detail.Team-oriented and skilled in working within a collaborative environment.We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.