Service Desk Manager

Enlightened Inc.
Washington, DC
Nov 16, 2022
Nov 30, 2022
Full Time
*Task Description: *CA ServiceDesk Management: IT Infrastructure and Operations (ITIO) supports CA ServiceDesk for the entire IT organization. Helpdesk ticketing is run through this system. Modules that are currently active include requests, incidents, and change orders. Daily operations of the product as well as upgrades are expected to be performed by the contractor.*To be considered for work, A CANDIDATE MUST BE EITHER A US CITIZEN OR PERMANENT RESIDENT ALIEN (No H1 visa holders)**Required skills/Level of Experience: ** Configure and support the CA platform supporting key Information Technology Infrastructure Library (ITIL) processes such as Request, Incident, Problem, Change, Employee Self Service and other service modules for data center activities.* Design and implementation tasks such as requirements gathering, configuration, integration, and testing for data center equipment.* Partner with users to create and modify process workflows, reporting and dashboards in addition to developing knowledge, technical and process documentation.* Stay abreast of new features and functionality, playing a key role in driving continual improvement and is a member of the Information Technology (IT) process ownership team.* Additional skills and experience required to perform the tasks noted in the table below:* Daily Operations: Manage the smooth operation of CA ServiceDesk by ensuring that all aspects of the system are online.* Data Center Operations: Assist with CA Service Desk, CA knowledge Management, ITIL Virtualization integration for data center servers.* Disaster recovery: Participate in the development, testing, and implementation of disaster recovery procedures for critical data center systems.* Server maintenance: Evaluate, analyze and audit production systems processes and server equipment.* Work-flow: Develop systems integrations and process automation - fully utilizing the platform's workflow capabilities.* Daily Operations: Manage the smooth operation of CA UIM by ensuring that all aspects of the system are online.* Implement CA UIM systems: Implement CA UIM to various partners within the WMATA organization.Job Type: Full-timePay: $40,764.73 - $122,836.73 per yearBenefits:* 401(k)* Dental insurance* Employee assistance program* Employee discount* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Vision insuranceSchedule:* 8 hour shiftAbility to commute/relocate:* Washington, DC 20001: Reliably commute or planning to relocate before starting work (Required)Experience:* Customer service: 2 years (Required)Work Location: One location

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