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Desk-side Support Service Manager
Ref No.: 19-00479
Location: Washington, District of Columbia
Position Type:Contingent
Experience Level: 10 Years
Start Date: 09/20/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Secret Clearance

The Desk-side Support Service Manager is responsible for ITESS desk-side service delivery in response to incidents and service fulfillment requests as well as other desk-side support as outlined in the RFQ for both Client and CONUS.

It is required that the DSS Manager have the experience, qualifications and certifications listed below:
  • An IAM Level III Certification.
  • Experience managing desk-side break-fix and service request support for services and systems at the program level with similar requirements in theRFQ.
  • ITIL Intermediate Level Certified. Please state relatedexam/exams
  • Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customerbases.

It is desirable that the DSS Manager has the following experience, qualifications and certifications:
  • Experience managing desk-side support services for a Government agency for similar services as required in the RFQ.
  • Experience executing stream-lining efforts and continual process improvements in service areas.
  • Experience using data analytics to pin-point areas of service improvement and executean improvementstrategy.
  • Relevant MCSE certification. Please stateexam/exams.
  • A relevant educational degree.