Service Desk Operations Manager with Security Clearance

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Job description

PBG Consulting is a women-owned small business supporting federal agencies with Strategic Consulting, Program Implementation, and IT Modernization & Digital Transformation. With a relentless commitment to quality and an innovation-first mindset, PBG serves government missions with passion, boldness, and grit. Key Responsibilities: Design, implement and operate an onsite IT Service Desk to support all sites. Manage the IT Service Desk to support 400 to 2000 users. Ensure the staff assigned has been trained to operate the Service Desk as a one contact culture that ensures the users get solutions and services based on a single interaction. Define and configure integration monitoring dashboard, alerts, and notifications. Implement and configure integrated logging and anomaly analysis processes. Implement and configure all services to ensure that the customer view, when using the services that have been implemented, is seamless and easy to use. Monitor, manage, and maintain the Service Desk system, providing all levels of support to users. Setup and maintain all services necessary to support users with their printing needs Coordinate across all Tiers to ensure seamless support. Required skills & experience: At least eight (8) years of experience of infrastructure, helpdesk management for Federal IT Organizations. Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience). ITIL Certification preferred. Sound business ethics, including the protection of proprietary and confidential information. Ability to work with all levels of internal staff, as well as outside clients and vendors. Skilled communicator with clients and employees. Excellent verbal, interpersonal and written communication skills. Strong analytical, problem-solving, and decision-making capabilities. Team player with the ability to work in a fast-paced environment. Demonstrated outstanding level of professionalism in providing client support, including ability to exercise good judgment, discretion, tact, and diplomacy. U.S. Citizenship Ability to obtain and maintain a Public Trust Professional Skills: Sound business ethics, including the protection of proprietary and confidential information. Ability to work with all levels of internal staff, as well as outside clients and vendors. Strong stakeholder management, including advising and influencing clients regarding process improvement initiatives, and working positively. Skilled communicator with clients and employees. Excellent verbal, interpersonal and written communication skills. Strong analytical, problem-solving, and decision-making capabilities. Team player with the ability to work in a fast-paced environment. Demonstrated outstanding level of professionalism in providing client support, including ability to exercise good judgment, discretion, tact, and diplomacy. We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promote team work and inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers. Benefits: 401K Retirement Plan Medical Plan options with significant financial investments from PBG Prescription benefit plan Dental and Vision coverage Employee Assistance Program Short term / Long-term disability Supplemental group life and AD&D options Yearly Bonuses Generous Paid Time Off / Paid Holidays Career/Professional Development Program Spot Bonus Program Diversity & Inclusion: PBG celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, or protected veteran status. In addition to federal law requirements, PBG complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Disclaimer: This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

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