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IMC is a Service-Disabled Veteran-Owned Small Business (SDVOSB)

Service Desk Deputy Manager (IMC00678)

Location:
Arlington, VA
Travel Required:
Minimal
Level/Salary Range:
$95,000 - $105,000
Position Type:
Full-Time
Date Posted:
Posting Expires:
Until filled
Mandatory Job Requirements:
  • At start date must possess a CompTIA Security+ certification in ACTIVE status
  • Pursuant to a government contract, this specific position requires U.S. Citizenship
  • All applicants must have current DoD Secret (Tier 3) clearance day one and prior to entry on duty
Applications Accepted By:

Email: Michelle Might, Corporate Recruiter, michelle.might@imcva.com

Email Subject Line: Service Desk Deputy Manager (IMC00678)

IMC is seeking a service desk deputy manager for a contract supporting the Department of Defense (DoD) in Arlington, Virginia, using line analysis and troubleshooting for application-specific issues that are reported for this highly visible and high-profile government contract.

Duties / Responsibilities: This position will include, but is not limited to, the following tasks:

  • Provide expert insight into the transition from current IT Service Management system to AESMP (ServiceNow).
  • Manage 27 team members, including 5 service desk leads as directed by the service desk manager.
  • Actively participate in all meetings such as, but not limited to, daily staff meetings, weekly training, and the weekly implementation call on a rotational basis as necessary.
  • Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
  • Perform as subject matter expert for the application, functional user roles, and service desk processes and procedures.
  • Support focus teams or specialized projects to promote rapid improvement turnaround.
  • Maintain a professional and pleasant manner using proper customer service skills via (telephone and/or email).

Basic Required Qualifications and Skills:  Note: These are mandatory items that all candidates must have when making application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

  • At start date must possess a CompTIA Security+ certification in ACTIVE status. 
  • 4 or more years of experience as a service desk lead position for a federal government IT contract.
  • Physical requirements include lifting and/or pulling up to 40lbs., sitting, bending, and standing; equipment used in this position includes but is not limited to computers, servers, and network devices.
  • Support a fast paced and agile learning environment.
  • Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails, within a military framework.
  • Be analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
  • Articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
  • Analyze and recommend alternative solutions to meet customer needs.
  • Build credibility and trust with customers and identify areas of opportunity to improve customer satisfaction.
  • Must have excellent multi-tasking and time management skills.
  • Support the team process and participate on cross-functional teams.
  • Availability to travel if necessary.
  • Pursuant to a government contract, this specific position requires U.S. Citizenship.
  • All applicants must have current DoD Secret (Tier 3) clearance day one and prior to entry on duty.

Desired Qualifications and Skills:  It is desirable that the candidate has the following qualifications:

  • 7or more years of managing a service desk for a federal government IT contract.
  • HDI certification.
  • ITIL certification.
  • Proven experience in ongoing support of client-specific application systems.
  • Experience and ability to export and manipulate data to create and support reports.
  • Experience using ticketing software ServiceNow.
  • Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Acrobat Adobe.
  • A relevant educational degree in one of the follow fields: Computer Science, Information Systems, Information Technology, Cyber Security, Statistics, Business Administration, Systems Engineering, Computation Science, Computer Engineering, Electrical Engineering, Data Analytics, Information Technology, Information Security and Assurance, Mathematics, Software Engineering, Systems Engineering, or Telecommunications.

Background Information:

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through  technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has been appraised at level 3 of the CMMI Institute’s Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at www.imcva.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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