Job description

Service Desk Manager (Tier 3)- Key


Bailey Information Technology Consultants is seeking a Service Desk Manager (Tier 3) to join a program to support a government client.
Essential Job Duties and Responsibilities

The Service Desk Manager (Tier 3) will support an important project focused on providing IT service desk operations and network infrastructure monitoring and management services.

This position will lead the support for desk side support services with the ability to troubleshoot and resolve complex IT issues related to hardware and software, ticket documentation and quality assurance checks for the client and their users. Based on contract requirements and client directed requests, the Service Desk Manager will provide IT Service Management (ITSM) Business Analysis, as well as manage tasking associated with the operations, administration, management, and maintenance escalated support functions for the client based on service desk and Tier 2 contacts. The position oversees the tasks and services by the Tier 3 desk side support team in conjunction with the Tier 2 support team, covering regular working hours and an after-hours on-call support operation.

Minimum Qualifications and Requirements

Basic Qualifications
• 5 years of experience performing and leading a team to provide desk side support, VIP IT concierge support, and cleared/classified systems services.
• 5 years of experience providing Tier 3 escalation support to Tier 2 service desk staff
• Examples of experience include:
• Troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.
• Providing after-hours support for emergency issues occur, making the initial contact to the on-call engineer based on SLA requirements.
• Designing, implementing, and managing Workstation Desktop OS images and deploying Group Policy Objects and STIGS through the use of Microsoft management tools such as SCCM and SCOM.
• Patching and updating workstation OS from Microsoft, Adobe, and other applications.
• Remediating vulnerabilities as they are announced within the SLA requirements.
• Supporting, managing and troubleshooting approximately 800 networked printers and multi-function printers/devices (MFDs).
• Testing and approving new hardware and software requests from end users.
• Providing support management and troubleshooting of Microsoft Surface Hubs and Avocor collaboration tools.
• Troubleshooting hardware and software issues with desktop computers. Re-imaging computers for deployment and maintaining inventory of client tablets, workstations, and printers.
• 5 years of experience working with and understanding ServiceNow, MS Cloud, Google and other Help Desk Related Technologies.
• Bachelor's Degree in computer science or related disciplines; or have equivalent and direct experience in working as a service desk manager.
• 5+ years of Help Desk experience.
• 3-5 years working with ITSM best practices such as ITIL
• Ability to obtain Secret clearance

Preferred Qualifications
• Excellent verbal and written communications skills and ability to produce clear and thorough reports and briefings.
• Strong organizational and attention to detail skills
• Working knowledge of the various operating systems (e.g., Windows, OS X, Linux, etc.) commonly deployed in enterprise networks. A conceptual understanding of Windows Active Directory is also required.
• Service Desk Institute Certificate preferred.
• ITIL v3 or v4 certification


U.S. Citizen able to obtain Secret clearance

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