Service Desk/EOC Manager

Job Family:

User Support (Digital)

Travel Required:

None

Clearance Required:

Ability to Obtain Public Trust

What You Will Do: 

• Work and oversee staff supporting the agency’s systems, hybrid cloud infrastructure and its applications.

• The position will be responsible for monitoring and responding to incidents, escalations, and customer service request.

• The position will assist in coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities. 

• A key duty will be to enhance our Knowledge Management capabilities.

• Serve as an escalation path when issues arise.

• Manage tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).

• Provide daily, weekly, monthly, quarterly, and yearly reporting on multiple SLA’s.

• Support the Enterprise Operations Management in developing and reinforcing policies and procedures.

• Manage and report on EOC agent’s telephone, voicemail, e-mail, and in-person requests.

• Actively manage our Incident Response Process (IRP) and provide timely status updates on each incident per SLA.

• Coordinate with customers and support teams to triage outages and problems that occur in the environment.

• Ability to craft clear, concise, and grammatically correct communication through various work streams. 

• Provide regular coaching on policies and procedures.

• Responsible for developing, monitoring, and analyzing KPI’s across all operational areas.

• Work with current staff in developing and innovating the current IRP.

• Oversee all Knowledge Management related activities. 

• Proactive approach to preventing potential outages.

What You Will Need:

• Bachelor's Degree . Degree can be substituted for additional Four(4) years of experience.

• At minimum Five (5) years of relevant  IT experience

• Three (3)+ experience of Supervisory role

• 24x7 on call experience

• Extensive experience running a Service Desk or Operation Center.

• Experience with Incident Management (Remedy, ServiceNow, etc).

• Excellent written and communication skills required, excellent customer service aptitude.

• Ability to present to executive management incident debriefs and root cause analysis reports.

• Ability to multi-task: manage a conference call and take notes at the same time.

• Must have flexible schedule. On-call services will be on a rotational basis.

• This is a hybrid position. Candidate must be able to come on site in Bowie/Suitland, Maryland when ever needed.

• Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment

What Would Be Nice To Have:

• Experience with Linux, SolarWinds and Active Directory

• Experience with Everbridge

• NOC experience

The annual salary range for this position is $74,000.00-$124,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business