NANA Regional Corporation Service Desk Manager in Stennis Space Center, Mississippi

Service Desk Manager

Description

TKC Global 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. TKC Global's utilizes an innovative approach that ensures faster time-to-benefit and maximizes clients' return on investment.

Position Description:

The Service Desk Manager shall manage the performance of Level 1/1.5 services and support to customers to ensure that service levels are achieved. The Service Desk Manager is responsible for ensuring that customer expectations are met or exceeded with 7x24x365 operation. 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.

Responsibilities Include:

  • Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.

  • Plans and leads major technology assignments. Ensure high levels of performance and customer satisfaction

  • Evaluates performance results and recommends major changes affecting short-term project growth and success.

  • Functions as a technical expert across multiple project assignments.

  • May supervise others.

Qualifications

Required:

  • Help Desk Institute (HDI) or Service Desk Institute (SDI) certification required or can be obtained after hire but after the start of contract execution

  • 3 years’ experience managing both Tier 1 and 1.5 operations.

  • Demonstrated comprehensive experience with incident, knowledge, problem and service request management.

  • ITIL Certification required or can be obtained after hire but prior to the start of contract execution.

  • Excellent communication and leadership skills

  • Minimum 3 years’ management experience in IT Service desk environment

  • US Citizen; Clearable for Public Trust

  • Bachelor’s degree or higherDesired:

  • Experience supporting DHS USCIS a plus

  • PMP

  • Advanced ITIL certifications

  • Experience in a Federal IT envionment

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

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 job-assist@akima.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.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 job-assist@akima.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.Please do not use the dedicated email or phone number above to inquire on the status of your job application

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.

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-MS-Stennis Space Center

Schedule: Full-time

Shift: Day Job

Req ID: GLO00440