IT Service Manager - Active TS/SCI w/Full Scope Polygraph

Cyber Defense Agency
Fort Meade, MD
Jul 11, 2018
Jul 16, 2018
IT, Management
Full Time
Provide IT service management and IT service desk support for newly formed enterprise audit service to government agencies. Provide daily and weekly status reports and mitigate potential risks by escalating issues to project management. Minimum Required Skills/Experience: TS/SCI Clearance with polygraph Bachelor's Degree or higher in computer engineering or in a field related to the computer engineering or computer science disciplines plus 10 years System Engineering experience. An additional 4+ years of System Engineering experience may be substituted for the degree for a total of 14 years. Critical Skills: Devise policies, standard operating procedures, and service level agreements supporting the operations and maintenance of the system. Must be able to analyze system applications and perform troubleshooting Strong ability to multi-task and serve multiple customers at one time Excellent oral and written communication skills - able to clearly communicate instruction and guidance to customers Good interpersonal skills - able to interface professionally and work in a team environment Assist with educating/training customers Ability to write technical documentation to support customers Desired Skills: Knowledge of help desk system service request tracking systems Systems Engineering experience Experience with phone and desk-side customer support Experience providing training support for customers Ability to assist with understanding and defining customer needs Information Technology Infrastructure Library (ITIL) certification DevOps Foundation certification

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