NANA 24/7 IT Operations/Help Desk Manager - TS/SCI Required in Dayton, Ohio
24/7 IT Operations/Help Desk Manager - TS/SCI Required
Akima Global Technology (AGT) is a technology solutions, program management and support company that collaborates with technology partners and the federal government to deliver IT, management, staffing, recruiting, contracting and logistics services. Our personnel enjoy competitive benefits packages and challenging roles in work environments committed to innovation, diversity and opportunity for career growth. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.
* Job Summary:*
The chosen candidate for this role will be responsible for managing and overseeing the operations of two 24/7/365 Tier 1 IT Service Desks and will act as the single point of contact for all IT related issues. This includes account management and software administration functions supporting an enterprise, which includes 4,500 users and 13,336 computer accounts and coordination of corrective actions. Apply ITIL, Agile, Lean methodologies to facilitate valuable investments, fast development, resilient operations, assured conformance, and continual improvement to co-create value with the customer.
Direct supervision of 15-20 contractors and conducting personnel management duties; allocating FTE resources, and work schedules for two 24/7 service desk locations.
Driving process improvement procedures related to customer service and service desk functions with the government customer.
Ensuring contractor team proficiency and training needs are met, corrective action for any deficiencies, and continuous development for an effective service desk workforce.
Overseeing the scope of work with the team utilizing four separate ticketing systems with an average of 170 tickets open daily/850 tickets overall with multiple networks.
Verifying the team is providing timely and complete resolution of user problems/issues; fostering the environment and focusing the subordinate contractor team to effectively monitor and respond quickly to requests received via email, phone or in person.
Provide leadership, coaching and mentoring to the contractor team on how to “take ownership” for user problems, ensure follow-up status on behalf of the user, as well as continuous communication with their customers.
Provide 24-hour network and environmental monitoring and appropriate alarm reporting utilizing provided tools/capabilities.
Perform as the expert on all service desk supported products and tasks.
Act as the main interface to the government contract oversight of the service desk areas as well directly report to the contractor task order manager, project manager, and/or program manager, as required.
Participate in technology related projects in line with business requirements as directed by the government customer.
Suggest/participate in improving procedures related to customer service and Helpdesk functions.
Provide monthly functional area management reports summarizing contractor teamwork accomplished, work planned in next month and important issues occurring during the month.
Additionally, as the manager of all service desk matters, take escalation actions to appropriately remediate issues and problems that may arise for service desk members.
7 - 10 years work experience in equivalent IT career field; Prefer BA/BS in a related IT or STEM field of study.
Minimum of 7 years of experience troubleshooting complex IT problems independently; assisting junior staff with problem resolution.
Successful candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
IAT Level II certification per AFMAN 17-1303, DoDD 8140.01, and DoDD 8570.01-M
ITIL Foundations - Desired
- An active Top Secret clearance with SCI eligibility is required for consideration.
The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.
We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at email@example.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.
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Please do not use the dedicated email or phone number above to inquire on the status of your job application.
In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.
Job: Information Technology
Primary Location: US-OH-Dayton
Shift: Day Job
Req ID: AGT00117
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