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Service Desk Manager

NCI Inc. Jackson, MS
  • Expired: 21 days ago. Applications are no longer accepted.
  • Service Desk Manager
    Job ID2019-4086
    Job LocationsUS-MS-JacksonCategoryIT: Support / TechnicianTypeRegular Full-Time
  • Responsibilities

    NCI: As the Service Desk Manager, for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), you will manage the performance of Level 1/1.5 services and support to customers to ensure that service levels are achieved. The SD Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables. You will report to the contractor program manager and work closely with the government lead for the USCIS service desk. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

    Highlights of Responsibilities:

    • Oversee 100% of the requests, incidents and problems;
    • Manage and coordinate urgent and complicated support issues;
    • Act as escalation point for all requests and incidents;
    • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization;
    • Disseminate policy, prepare and distribute schedules, monitor contractor activities, advise Government personnel of the status of projects, and prepare deliverables;
    • Determine root cause of issues and communicate appropriately to internal and external customers;
    • Train and coach service desk specialists (Level 1 1.5) before being assigned to their duties;
    • Identify team leads for three sections including Tier 1.5, Incident Management and Problem Management;
    • Possesses and applies a comprehensive knowledge across key tasks and high impact assignments;
    • Plans and leads major technology assignments;
    • Evaluates performance results and recommends major changes affecting short-term project growth and success;
    • Functions as a technical expert across multiple project assignments;
    • Verify employee coverage and provide backup support;
    • Communicate status/issues with customers;
    • Develop strategies for improvement;
    • Monitor and manage phone queue (participating in escalated calls as needed);
    • Oversee 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; and
    • Review customer satisfaction survey feedback from end users to improve services, tools and support experience;
    • responsible for the delivery and coordination of all deliverables required of the Service Desk task areas of this PWS
    • Supervise personnel
    Qualifications

    Requirements:

    • Bachelor's degree or higher
    • Minimum of 4 years in IT service desk environment
    • Help Desk Institute (HDI) or Service Desk Institute (SDI) Certified
    • ITIL foundations certification
    • Active secret clearance or higher


    Preferred Education and Experience:

    • Bachelor's degree or higher in IT Systems or related field
    • 7+ years of IT experience.
    • DHS USCIS experience is a plus
    • Domain and expert technical knowledge
    • Secret clearance adjudicated by USCIS

    Physical Requirements:

    This position requires the ability to perform the below essential functions:

    • Sitting for long periods
    • Standing for long periods
    • Ambulate throughout an office and/or between several buildings

    It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

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    NCI Inc.

    NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. We have the expertise and proven track record to solve our customers’ most important and complex mission challenges through technology and innovation. We hold core competencies in delivering cost-effective solutions and services in areas such as: • Agile digital transformation • Advanced analytics • Artificial intelligence • Cybersecurity and information assurance • Engineering and logistics • Fraud, waste and abuse detection • Hyperconverged infrastructure Coupled with a refined focus on strategic partnerships, NCI is committed to bringing commercial innovation to missions of national importance for our customers!

    Address

    Jackson, MS
    USA