Service Desk Manager

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Service Desk Manager for the NIH/National Institute of Environmental Health Sciences (NIEHS), IT Infrastructure Program. NIEHS requires support for proactive and effective project management, efficient administration of the Data Center, successful operations and maintenance of servers, applications and networks, and prompt and efficient service desk support.

The Services Desk Manager will oversee IT services and infrastructure programs, ensuring alignment with government requirements and performance metrics. This role includes managing service desk operations, maintaining program schedules, and providing leadership and direction to the team. The ideal candidate will have extensive experience in IT service management, a strong background in program management, and excellent communication skills.

Key Tasks & Responsibilities:
• Service Desk Management:
• Oversee support services for approximately 2300 desktops, mobile computers, productivity tools, and related resources.
• Manage and coordinate the ServiceNow ticketing system, ensuring efficient resolution of support requests.
• Assign categories, urgency levels, and impact to individual tickets.
• Provide customer-facing support to end users, ensuring consistent contact throughout ticket resolution.
• Respond to, resolve, and close tickets, escalating as needed.
• Collaborate with internal teams, NIEHS, and third-party contractors to resolve incidents and requests.
• Document all ServiceNow tickets thoroughly, including property numbers and remedial actions.
• Inform end users of status, point of contact, course of action, and estimated resolution date.
• Provide weekly ticket resolution reports by priority levels and ticket category.
• Ensure technical interoperability and connectivity for audiovisual technology in specialized conference rooms.
• Assist presenters with connecting computer equipment to audiovisual systems.
• Provide in-person, virtual, and hybrid meeting support services.
• Maintain laptops in conference rooms and provide deskside support as needed.
• Assist with VIP and non-VIP events, ensuring smooth operation of enhanced audiovisual technology.
• Program Management Duties:
• Assist the Program Manager in managing and administering all efforts under the Task Order (TO).
• Oversee activities performed by contractor personnel and subcontractors to meet PWS requirements.
• Maintain program schedules and ensure deliverables are completed according to Government requirements.
• Ensure effective communication with Government representatives, both orally and in writing.
• Provide management, direction, administration, quality assurance, and leadership in task order execution.
• Support rigorous program management across the scope of the PWS.

Education & General Experience:
• B.S. in Computer Science, Information Technology Management, or Engineering.
• Alternatively, four years of related experience may substitute for the educational requirement.
• Minimum 10 years of experience managing IT services and infrastructure programs/projects.
• Proven experience managing service level agreements and performance metrics.
• Experience maintaining program schedules and meeting government deliverables.
• Strong communication skills with the ability to interact effectively with Government representatives.
• Skills
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Proficient in using ServiceNow or similar ticketing systems.
• Ability to work collaboratively with cross-functional teams and external contractors.
• Strong organizational and time management skills.
• Ability to provide training and guidance to end users.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong communication skills, both oral and written, especially with government representatives.

Certifications :
• Relevant IT certifications (e.g., ITIL, PMP, CISSP) are preferred.

Security Clearance :
• Ability to obtain Public Trust clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.):
• May require local travel to customer sites.
• This position may require working outside of regular business hours, including nights, weekends, and holidays to support after-hour emergencies or surge support.
• May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.
• Potential continental US travel to other customer locations, if required

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].