Service Desk Manager

in Bluemont, VA

Service Desk Manager Job

Job Description Job Attributes+

  • Job ID

    64490BR

  • Job Location

    Bluemont, VA 20135, US

  • Job Category

    Engineering & Technology

  • Job Type

    Full-Time

  • Clearance Level

    Public Trust

  • Career Level

    Experienced

  • Travel

    <10%

Job Description

Join BAE Systems and be part of a diverse and enthusiastic team who is supporting our customer’s critical mission. We are searching for dedicated individuals to join one of new and expanding programs.
BAE Systems is seeking Service Desk Manager to support our customer in Bluemont, VA. This position will provide Tier 2 service desk support for the client's employees and customers. The Enterprise Services Desk (Help Desk) is focused on first contact resolution as much as possible, and operates using shifts that can vary and with staff being adjusted to meet requirements in order to provide IT support for our client's employees and customer.
JOB SUMMARY
The ESD is a 24 x 7 Service Desk made up of both government and contractor staff. The day-to-day tasking is performed by several government supervisors, in conjunction with the BAE Enterprise Service Desk Manager. The ESD is made up of approximately 50 contractors and 30 government staff, and is a full-service help desk, including Tier 1 and Tier 2 functions. It focuses on first contact resolution, and operates using shifts that can vary and with staff being adjusted to meet requirements in order to provide IT support for our client's employees and customer.
This position will assists with technical support of workstations, applications, and related technical problems on a variety of issues. Ensuring staff are properly trained, and working with staff to refresh skills when needed. This includes the 10 week onboarding training the customer has established for all new staff. Support includes interfacing with customers via telephone, email, and instant message. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position’s responsibilities require independent analyses, communication, and problem solving.
In this highly-visible and important role, the Service Desk Manager is responsible for managing a team of technicians. This role works closely with other task Leads on-site and is responsible for improving and implementing the existing incident response and service desk procedures. The ideal candidate will have a continual service improvement focus and must be able to provide measurements of key performance indicators and critical success factors.
Responsibilities:
• Work with FEMA ESD management to schedule contractor support and ensure sufficient coverage.
• Ensuring staff are properly trained, and working with staff to refresh skills when needed.
• Implements appropriate controls and quality assurance; ensures adherence to FEMA processes and procedures, consistent and efficient trouble resolution, error reduction, and continuous process improvement.
• Ability to motivate and mobilize a team around shared goals.
• Demonstrated ability to influence and consult (providing options with benefits, risks and challenges) while providing thought leadership to stakeholders in solving process and/or technical problems
• Demonstrated ability to work successfully in a fast-paced and changing environment
• Provide leadership for Technical Support Analysts at all levels including daily supervision, coaching, performance management and development.
• Oversee and act as an escalation point for all IT requests, incidents and vendor management.
• Ensure that decisions made to improve the overall support experience of the Service Desk are continually carried through.
• Solve problems, make decisions and collaborate with other members of the leadership team on a daily basis relative to Service Desk responsibilities.
• Provide data and reporting of KPI’s and trends to the IT department and other business partners on a regular schedule or as needed.
• Train Service Desk staff on operational procedures and troubleshooting techniques.

Required Education, Experience, & Skills • 5+ years of proven experience in Service/Help Desk ManagementPreferred Education, Experience, & Skills

  • ITIL certification
  • Attention to detail and commitment to high quality/error free deliverables
  • Excellent communication skills both verbal and written
  • Highly self-motivated with excellent interpersonal and collaborative skills

About BAE Systems Intelligence & Security BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That’s BAE Systems. That’s Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit www.baesystems.com and follow us on Facebook: www.facebook.com/baesystemsintel.

Additional Information

Who We Are

You're used to protecting what matters most.

Throughout your career in the military, you've been dedicated to improving security, defending freedom and making the world a safer place. Now you can continue that commitment through cyber operations, intelligence analysis, and building combat vehicles and electronic systems. We’re proud to provide solutions and services that advance the strength and security of America and our allies – and we’re honored to offer an environment where veterans and reservists can continue doing mission-centered work. In all that we do, we are guided by our company values – trusted, innovative and bold – understanding that it’s not just what we do, but how we do it that underpins our success.
+ The Organization

Our team has the privilege and the responsibility of knowing that the work we do really matters. Our work is vital to the armed forces personnel and major corporations who rely on us to protect, equip and support them where it counts; to the security and prosperity of the nations we serve; to our skilled and talented people; to the local communities where we are based; and to the wider community who invest in, supply and engage with us. At BAE Systems, everyone can make a difference.

+ The Culture

We believe that a diverse workforce inspires creativity and drives innovation. We respect and value the huge variety of skills, abilities and perspectives that our people bring to our business. We celebrate our differences and aim to recruit and develop talent from all backgrounds, championing the strength that a truly inclusive and collaborative workplace gives to our company culture and performance.

+ The Work

Enjoy a flexible environment that values your work-life balance and helps you perform at your best.

+ The Opportunity

On the job training, leadership programs, collaboration with leading experts – excellence is built into your career development whether you are just starting out as an apprentice or are an experienced professional.

+ The People

We’re united by trust, camaraderie and a shared ambition to lead the world in our field. It helps that we’re nice people too.

+ The Reward

See your contribution, making real change as breakthrough technology and intelligence solutions reshape the landscape for our customers.

What We Offer

+ Warrior Integration Program (Est. 2008)

This program was created to assist in the employment, transition, education, and development of wounded warriors. Through mentoring, partnership, education, and leadership, we vow to serve our veterans in the same manner they served our country. WIP provides mission-centered work that gives wounded warriors the opportunity to contribute, providing a path for career progression.

+ Camo to Corporate (Est. 2013)

Camo to Corporate underpins all of our military recruiting and veteran efforts. We participate in annual career workshops and partner with VA employment reps to identify opportunities for vets at BAE Systems. We’re also proud members of Joining Forces, the Veteran Jobs Mission and Hiring our Heroes - initiatives focused on helping vets and their spouses find meaningful careers.

Perks & Benefits

  • Veterans Support Network
    Veterans Support Network +-

    The mission of the Veterans Support Network is to help connect former service members, active duty members, reservists and those who are supportive of the Armed Services.

  • Health & Wellness
    Health & Wellness +-

    We offer medical plans that take great care of you and your family’s health and well-being. These include medical plans, prescription drugs, dental and vision, along with incentive programs and health saving and spending accounts.

  • Time Away From Work
    Time Away From Work +-

    Paid Time Off (PTO) provides you with paid time away from work that you can use for vacation, personal time, personal illness, or to care for dependents. You can accumulate up to a maximum of 400 PTO hours.

  • Military Leave
    Military Leave +-

    Full-time and part-time employees who serve in the military reserves are eligible to take paid and unpaid leaves of absence to perform military duty.

  • Employee Assistance Program
    Employee Assistance Program +-

    The EAP offers confidential support to manage personal issues, such as stress, family issues, and substance abuse.

  • Employee Discount Programs
    Employee Discount Programs +-

    BAE Systems partners with Beneplace to offer exclusive discounts on a variety of products and services.

  • Tuition Reimbursement
    Tuition Reimbursement +-

    Lifelong employee learning is critical to both your personal growth and that of BAE Systems as a trusted, innovative, and bold organization. That’s why we offer a tuition reimbursement program, so you can pursue advanced education to help further your career.

  • Adoption Assistance
    Adoption Assistance +-

    You can be reimbursed up to $4,000 for qualified adoption expenses through the Adoption Assistance program.

  • Financial Wellness
    Financial Wellness +-

    Plan for today, save for tomorrow. Our programs support your goals at every stage of life. These programs include 401(k) savings plans, life and accident insurance, disability coverage, home, auto, and pet insurance and legal planning.

Our Partners

G.I Jobs Hiring Our Heroes Veterans Job Mission Joining Forces Soldier for Life American Association of People with Disabilities

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