Abacus Technology Deputy Service Desk Manager in Stennis Space Center, Mississippi

The Abacus Team is seeking a Deputy Service Desk Manager to oversee a technical support team providing front line support for end users at the DHS US Citizenship and Immigration Services (USCIS). This is a full-time position at Stennis Space Center.

Assists the Service Desk Manager in managing an IT service desk that provides technical support for end users in an enterprise environment. Directly responsible for various functions of the service desk. Monitor service desk staff to ensure the team is meeting and exceeding contract and performance expectations, defined metrics/benchmarks. Identify and implement best practices and standardize service desk processes to provide effective customer service and deliverables.

Provide oversight of all requests, incidents, and problems. Manage and coordinate urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Train and coach service desk specialists before being assigned to their duties. Identify team leads for three sections including Tier 1.5, Incident Management and Problem Management. Monitor work load and call volume, verify sufficient employee coverage, and provide backup support as necessary. Provide reports to program and government management regarding status, incidents, projects, or repeat issues. Develop and implement strategies for staff improvement and training. Monitor and manage phone queue. Oversee Service Desk Knowledge Management repository and ensure top quality solutions are available to the staff. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Review end user feedback to improve services, tools, and support experience.

Education: Master’s degree or higher is required. Maybe substituted with work experience.

Experience and Skills:

15+ years experience in IT with at least 5 years managing a tiered service desk providing enterprise level IT support. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Demonstrated progressive experience in the management of a technical support team. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills, proactive management style, and the ability to manage customer and other stakeholder expectations.

Prior experience supporting DHS a plus.

Must be ITIL and either Help Desk Institute (HDI) or Service Desk Institute (SDI) certified. Additional certification, such as CompTIA A+ a plus.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.

EOE/M/F/Vet/Disabled

ID: 2018-3406

External Company Name: Abacus Technology

External Company URL: www.abacustech.com