• Service Desk Manager

    Posted Date 1 week ago(10/7/2019 10:35 AM)
    Job ID
    # of Openings
    Job Location
    Information Technology
    Relocation Assistance
    Service Line
  • Job Description

    Dewberry is a leading, market-facing professional services firm with more than 50 locations and 2,000 professionals nationwide. What sets us apart from our competitors are our people. At Dewberry, we seek out exceptional talent and strive to deliver the highest quality of services to our clients. Whether you’re an experienced professional or a new graduate, you’ll have the chance to collaborate with the best and brightest and work on innovative and complex projects at the forefront of the industry. Our commitment to excellence stems from our personal integrity and from other defining attributes, which we call “Dewberry at Work,” that have inspired our employees to be successful for more than a half-century.


    Dewberry is currently seeking a motivated, career and customer-oriented Service Desk Manager to join our IT team in Fairfax, VA



    • Define and set team directions and provides guidance to members of team
    • Lead daily operations of the IT service desk, assigning daily tasks and roles
    • Serve as the single POC for issues involving service desk support
    • Troubleshoot and resolve enterprise storage problems
    • Communicate and coordinates effectively across functions, agency sites, regions, and third-party vendor(s)
    • Coordinate, facilitate, and lead the restoration of IT service for mission critical and non-critical Incidents in a 3500 users DoD environment
    • Resolve IT operating issues and major outages, including failures and service level degradation
    • Assist in the preparation and distribution of incident notifications as well as end of impact
    • Work with team metrics on incident management. Other responsibilities include:
      • Produce metrics, trends analysis and reporting on IT services productivity
      • Evaluate and anticipate work volume and assign and distribute work among staff accordingly
      • Assess procedures and identify opportunities to improve customer service
      • Exercise the usual authority of a manager concerning performance improvement plans and reviews, promotions, salary recommendations and terminations
      • Coach, develop and inspire staff to maximize their potential
      • Coordinate with internal and external IT teams
      • Communicate to government and program leadership during outages
      • Create Service Desk KPI reports/Dashboards and sharing with management
      • Review Service Desk related reports received from analytics team, identifying action plans to improve performance indicators as necessary
      • Responsible for SD and VIP reports: daily, weekly and monthly. Types include:
        • Aging incidents and work orders
        • Daily backlogs, open tickets, unassigned tickets trend report, tickets not modified reports
        • Monthly Trending analysis
        • Service Level Agreement breaches

    Required Skills & Required Experience

    • Bachelor’s degree in Computer Science, Information Systems or related field and 10 or more years or an Associate of Science and 14 or more years of experience in leading and managing an IT service desk for enterprises
    • Experience in providing service delivery to achieve defined SLAs
    • Demonstrated experience and strong understanding of storage structures and network and system data technologies
    • Ability to clearly understand and articulate complex problems
    • Very strong interpersonal skills able to work at all levels of the organization

    Desired Requirements

    • ITILv3 certification
    • Experience with Service Now
    • Any AWS / Cloud experience is a plus

    *At this time, Dewberry will not sponsor a new applicant for work authorization.

    *Dewberry is an Equal Opportunity/ Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, gender identity or sexual orientation.

    *Prior to a final offer of employment, the selected candidate will be required to submit to a background screening which may include, but is not limited to, employment verification, educational and other credential verification, driving record check, criminal background check, and an investigative consumer report.  These screenings will be conducted by Dewberry’s background vendor of choice and will be conducted in compliance with all applicable federal, state, and local law.



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