We are seeking a highly skilled and experienced Manager to lead our team in providing end-user support services, IT Service Management (ITSM) support, help desk, and User Access Management (UAM) support for a U.S. federal agency. The ideal candidate will have a strong background in IT service delivery, exceptional leadership abilities, and a deep understanding of federal agency requirements and compliance standards.
responsibilities
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1. Leadership and Team Management:
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Lead and manage a team of IT professionals providing end-user support, ITSM support, help desk, and UAM support.
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Foster a collaborative and high-performance team environment.
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Conduct regular performance reviews, provide feedback, and implement professional development plans for team members.
2. End-User Support Services:
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Oversee the delivery of comprehensive end-user support services, including hardware and software troubleshooting, installation, and maintenance.
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Ensure timely and effective resolution of user issues and requests.
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Develop and implement best practices and standard operating procedures for end-user support.
3. IT Service Management (ITSM) Support:
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Manage ITSM processes and tools to ensure efficient service delivery and incident management.
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Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
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Drive continuous improvement initiatives to enhance IT service delivery and user satisfaction.
4. Help Desk Management:
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Oversee the operation of the help desk, ensuring it provides effective and responsive support to end users.
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Implement and maintain help desk software and tools for ticket management and tracking.
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Ensure help desk staff are trained and equipped to handle a wide range of technical issues.
5. User Access Management (UAM) Support:
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Oversee the management of user access controls, ensuring compliance with federal security policies and standards.
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Implement and maintain robust access management processes, including user provisioning, de-provisioning, and access reviews.
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Collaborate with security teams to address access-related security incidents and vulnerabilities.
6. Compliance and Reporting:
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Ensure all support services comply with federal agency regulations, policies, and standards.
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Prepare and present regular reports on service performance, compliance, and security to senior management and federal agency stakeholders.
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Stay updated on federal IT policies and guidelines, ensuring the team’s practices align with the latest requirements.
7. Stakeholder Engagement:
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Act as the primary point of contact for federal agency stakeholders regarding end-user support, ITSM, help desk, and UAM services.
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Build and maintain strong relationships with stakeholders, ensuring their needs and expectations are met.
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Participate in regular meetings and briefings with federal agency representatives to discuss service performance and improvement initiatives.
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Experience, skills and qualifications
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Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
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Experience: Minimum of 5 years of experience in IT service management, end-user support, help desk, or user access management, with at least 3 years in a supervisory or managerial role.
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Certifications: PMP (or similar) certification is required. Additional certifications such as CISSP, CISM, or ITIL Foundation certification are a plus.
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Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy), help desk solutions, UAM solutions, and IT support software. Strong understanding of federal IT policies and compliance standards.
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Leadership Skills: Proven ability to lead and motivate a team, manage performance, and drive continuous improvement.
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Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with federal agency stakeholders and senior management.
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Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions.
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DETAILS
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Job Type: Full-time
Pay: $70,000.00 – $90,000.00 per year
Benefits:
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401(k)
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Dental insurance
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Health insurance
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Paid time off
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Vision insurance
Compensation package:
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Yearly pay
Experience level:
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3 years
Schedule:
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8 hour shift
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Monday to Friday
Experience:
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Help desk management: 3 years (Preferred)
License/Certification:
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PMP (Preferred)
Work Location: Remote
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