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| Feb 18, 2010 |
| Linthicum, MD 21090 |
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Position: IT Service Desk Manager/Sr. Principal Systems Engineer
Clearance: TS/SCI + FS Poly
Location: MD
iStaff Federal is seeking a proven leader to guide a major IT service desk in setting and achieving outstanding service level expectations as well as sustaining an already robust IT architecture. The successful candidate will provide strategic and technical assistance to government IS and corporate leaders in managing and improving the customer support environment as well as in managing and coordinating projects related to the end user computing environment. The IT Service Desk Manager ensures incident management, resolution and reporting, timely corporate and field communication, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting to achieve customer service level goals. Extensive travel is likely, as the supported IT base is world-wide with major locations both CONUS and OCONUS.
• Collaborates with mission user groups to develop service level agreements (SLA) and key performance indicators (KPI) and ensures customer service level expectations are met through the development and implementation of service desk programs that maximize the team’s effectiveness in identifying needs and delivering quality services.
• Ensures incident management, resolution and reporting, timely site and field communication of IT issues, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting to achieve outstanding service level expectations.
• Champions the optimization of the Information Technology Service Manager (ITSM) application and drive the IT group forward with Information Technology Information Library (ITIL) concepts, problem management and change management.
• Analyzes survey responses and system statistics and reports to develop and implement business solutions aimed at improving service delivery including the development of new or enhanced policies and procedures, the delivery of training, and the identification of proactive solutions to address quality issues.
• Ensures administration of government information security policies and procedures, software product licensing and security, and a current software, hardware and peripheral inventory.
• Prepares annual and long-term software, hardware and peripheral requirements, proposals for capital and operating expenditures and budget recommendations and monitors, verifies and reconciles expenditures to budget.
• Researches emerging software and hardware solutions, services, protocols and standards in support of service desk operations and coordinates the procurement of new systems technologies, installation and resolution of adaptive issues.
• Cultivates collaborative partnerships with business leaders to identify emerging systems technology, develop implementation strategy, and provide effective training and service support to meet business operations needs.
• Ensures compliance with all company, state and federal policies, laws and regulations regarding employment, employee safety and Sarbanes-Oxley and other audit requirements.
Positive, team-oriented leader who embodies commitment and dedication to the customer and organization, is proactive and results-oriented, is trusting and trustworthy, exercises sound judgment and who supports continual learning. The incumbent is an effective change agent with the ability to manage results through the performance of others and prioritize efforts to achieve mission objectives. As a leader and technical expert, the incumbent will possess deep functional and technical expertise with IT call centers and deskside support and service solutions. Most importantly, the incumbent is a collaborative business partner who can build productive relationships with business process owners, operations management and information systems architects.
• Employees will be empowered to make decisions and be held accountable for them, take a “can-do" approach to their job, maintain a clear customer focus and drive toward results.
• Employees will be expected to model Servant Leadership, continuous improvement and the corporate Values in their interactions with others, and contribute fully toward achieving the goals of the organization, within the scope of their position.
• Employees will work effectively and relate well to individuals at all levels within and outside of the mission contract. Employees will exhibit a professional manner in dealing with others and will work to maintain constructive and productive working relationships.
REQUIREMENTS
• Candidates must have a bachelor’s degree and 10 years experience working in an IT service desk business function including call centers, desk-side support and service, software implementation and training along with 4-6 years of progressive staff leadership experience. (Master’s degree, IT Service Desk Functions, 4-6 years experience.)
• Demonstrated knowledge of HDI, ITIL and PMI principles or certification is strongly preferred.
• Detail understanding of SCRUM and Agile methods
• Demonstrated proficiency in a complex IT environment is a must.
• Candidates must have experience in ITSM or ticket management software such as Remedy and CA Unicenter and be familiar with business continuity planning.
• Excellent verbal and written communication skills along with the ability to build consensus and facilitate continuous improvement are required.
The successful candidate will be a self-motivated leader, capable of coordinating critical issues and driving solutions, who excels in a fast-paced environment and provides exceptional support to government leaders. Ability to travel, work in crisis situations and resolve issues rapidly is critical.
CLEARANCE: TS/SCI with Full Scope Polygraph required
iStaff is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.
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