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Enterprise Service Desk Manager

Apply 2020-96656 Washington, D.C. Top Secret
Business Group Highlights

Defense

The Defense group supports the Department of Defense (DoD) mission to keep our homeland and its citizens safe. We provide solutions to improve the Nation's defense by providing software, systems engineering, IT, training and logistics and fleet management solutions.


Responsibilities

The Service Desk Manager (SDM) is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operations and part special projects – the service desk manager wears many hats. In addition to managing a potentially large staff of support agents, the service desk manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.


Manages team that provides technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.


Qualifications

MUST HOLD AN ACTIVE SECRET CLEARANCE.

Requires BA/BS with 10 years of experience with at least 4 years of management level responsibility.

Experience supporting Service Desk Operations including day-to-day operational IM/IT activities required to provide end-to-end enterprise-level monitoring, management, administration, and maintenance for all IM/IT services and infrastructure. Support physical devices and software applications inclusive of Hardware (HW), Software (SW), networks, and facilities that are required to develop, test, deliver, monitor, control, or support IM/IT services that are required to operate the entire enterprise. Enterprise shared services are IM/IT services common among operating units.
Current Project Management Institute (PMI) Project Management Professional (PMP), or Program Management Professional (PgMP) certification.


About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds.  Our company was formed to bring a broad array of capabilities to all parts of the public sector—from investigative services and IT strategy to systems work and next-generation engineering.


Our promise is simple: never stop solving our nation’s most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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