Title: Service Desk Lead
Location: Washington, DC
Status: Full Time
Travel: Negligible
Salary Range: $60,000-$80,000 DOE
Position Summary:
The Service Desk Manager at Midnight Sun Technologies will play a critical role in overseeing the operational and strategic aspects of the Service Desk function for the United States Mint. This position is responsible for defining and implementing Service Desk requirements and policies, ensuring alignment with industry best practices, and maintaining a comprehensive Standards and Procedures Manual. The role involves analyzing the existing environment, collaborating with stakeholders to identify skill and training needs, and developing solutions to enhance service efficiency and minimize support requests. This position is contingent upon contract award.
Responsibilities:
- Define Service Desk requirements and policies for all services within scope of Service Desk
- Recommend Service Desk requirements based on industry best practices
- Develop, update, document, and maintain a Standards and Procedures Manual for all Service Desk functions
- Perform analysis of the United States Mint environment, including acquiring United States Mint management team feedback, to identify the appropriate sets of skills, training, and experience needed to support all of the services covered in Service Desk
- Work with operational and technical staff, and the United States Mint, to identify solutions that minimize the need to call the Contractor Service Desk (e.g., additional end-user training, self-help opportunities, and Root Cause Analysis)
- Provide engineering recommendations, install, operate, maintain, replace, and manage the Service Desk equipment needed to support United States Mint's operational requirements
- Coordinate Service delivery with Service Desks, as well as other support groups within each of the other Service Areas, in coordination with United States Mint Customers and all appropriate third parties, as necessary
- Create and maintain a continuous improvement program that improves delivery for all services defined under Service Desk
Requirements:
- Project Management PMP / Agile PM
- 15 years of relevant field experience
- CompTIA A+ within 6 months of onboarding
- One of: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification
- Experience in managing Service Desk Operations - day to day operations.
- Experience meeting and exceeding Service Desk SLAs
- Experience leading a team responsible for addressing tickets in ServiceNow preferred
Benefits:
KIC offers a comprehensive benefits package to eligible full-time employees including: Medical, Dental, and Vision Insurance, 401k with Match, Life and ADD Coverage, Short and Long Term Disability, Paid Time Off and Holidays, Education Assistance/Tuition Reimbursement, Employee Assistance Program, Employee Discount Program, and more!
Apply online at our website:
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