1 day old

Service Desk Manager

Chantilly, VA 20151
Business Group Highlights

Civilian, State and Local

Perspectas Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.

Responsibilities

The Service Desk Manager will manage the performance of service desk and deskside services to users. The Service Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with service level agreements and that customer expectations are met or exceeded. The Service Desk Manager shall be located at the contractors service desk facility.

The Perspecta's Service Desk Manager will help customer's IT change to a new business model for enterprise infrastructure and operations, which emphasizes digital transformation, continuous improvement, and continuous delivery. The project will create the strategic value of the new business model by leveraging existing technology, resources, and vendor relationships in the new utility service environment, improving access and quality of services to clients, and reducing costs of delivery.

Qualifications

It is required that the Service Delivery Manager has the following qualifications:

  1. Certified Project Management Professional Certification (Project Management Professional or PgMP) at the time of proposal Part III submission.
  2. ITIL Expert Level Certification (or better) at the time of proposal Part III submission.
  3. Experience in providing Enterprise IT Services similar in size, scope, and complexity to the requirements of this TOR, including implementation of ITIL best practices.

It is desirable that the Service Delivery Manager has the following qualifications:

  1. Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
  2. Five years experience managing IT service delivery requirements similar in size, scope and complexity to this TOR.
  3. Five years experience managing service desk teams supporting the requirement similar in size, scope, and complexity to this TOR.Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
  4. Experience in communicating with Government personnel, including agency executives.
  5. Experience with the Google ecosystem of applications and services

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-05-31 Expires: 2020-06-29

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Service Desk Manager

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Chantilly, VA 20151

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