Service Desk Manager

Abacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we first ask, "Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.


Overview: In this position you'll become part of a technically diverse team to include but not limited to Help Desk Specialists, Network Engineers, System Administrators, and Database Professionals. Together this team provides IT Operations and Support to FLETC, which is responsible for training Law Enforcement Professionals from over 90 different agencies.

Position Responsibilities:

• Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations
• Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
• Client and program point of contact for all Major Incidents
• Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
• Responsible for the effective implementation of the ITIL processes "Incident Management" and "Problem Management" and carries out the respective reporting procedure.
• Represent the first stage of incident escalation for levels 1/2/3
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Provide leadership and guidance to a large team of Help Desk technicians, including coaching, mentoring, and performance management.

Experience Requirements

• Minimum of five years of detailed experience in Help Desk / Service Desk, plus five years of experience in IT, including operational, support, and management services.
• Experience in incident and problem management in a large-scale enterprise environment
• Experience implementing ITIL-based processes in a real-world environment.
• Familiarity with service desk technologies including ITSM systems.
• Strong client-facing communication skills and experience in communicating with senior Government personnel, including agency executives.

Education Requirements

• Bachelor's degree in information systems, computer science, computer engineering, or equivalent experience.
• Preferred certifications: HDI, ITIL, Project Management.

Security Qualifications:

• No security clearance required; Secret Clearance Preferred
• Must be a US Citizen
• Must pass a Federal Law Enforcement Background Investigation

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.