Service Desk Program Manager with Security Clearance

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Job description

KTS Job ID KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting. If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact to verify its validity. Koniag Technology Solutions, a Koniag Government Services company, is seeking a Service Desk Program Manager with a Top-Secret Clearance to support KTS and our government customer in Chantilly, VA. This position is for a Future New Business Opportunity. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag Technology Solutions is looking for an excellent communicator with management consulting skills and familiar with Service Desk operations to lead a team of Tier 1 Technicians and Functional Analysts. Our ideal candidate is logical and proactive, thinks through their activities and understands how their work contributes to Koniag's value to the client, as well as how their work fits with fits within the client's portfolio of activities. They then take action to help the team deliver that value. Prior or current work experience at the FBI is desirable but not necessary. Essential Duties and Responsibilities: Oversee the daily operations of the service desk, ensuring efficient and effective resolution of client issues and requests. Perform day-to-day project management tasks, ensuring projects are completed on time and within scope. Supervise Tier 1 Technicians and Functional Analysts, providing guidance, training, and performance evaluations. Ensure quality control across all customer interactions and deliverables, maintaining high standards of service. Work closely with government staff to ensure alignment with the government's strategic direction and compliance with regulations. Develop and implement service desk strategies, policies, and procedures to enhance operational performance and client satisfaction. Monitor and report on service desk metrics, identifying areas for improvement and implementing corrective actions as needed. Serve as the primary point of contact for escalated issues, working to resolve them promptly and effectively. Develop and maintain strong relationships with clients, stakeholders, and vendors to ensure a high level of service. REQUIRED Education, Experience & Skills: Bachelor's Degree (4 years of related job experience can be substituted for the degree requirement) Minimum of 5 years of experience as a Project Manager or having experience managing/leading government task orders. Proven track record of successfully managing service desk operations and delivering high-quality service. Strong leadership and team management skills, with the ability to motivate and develop team members. Excellent communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members. Strong problem-solving and analytical skills, with the ability to identify and implement solutions to complex issues. User of Jira and Confluence systems (or similar) Knowledge of IT service management (ITSM) frameworks and best practices. Relevant certifications (e.g., ITIL, PMP) are a plus. Top Secret clearance required Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at or by calling to request accommodation. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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