Senior Manager - Service Desk

Maximus is seeking a Sr. Manager- Service Desk. The Sr. Manager Service Desk oversees the Maximus Service Desk operations, ensuring efficient support for users and aligning IT Services with business needs. The Sr. Manager Service Desk oversees teams of Service Desk Technicians who provide IT support to Maximus employees. The Service Desk teams are responsible for providing call, chat, and ticket support. The Sr. Manager Service Desk is responsible for the adoption of Enterprise IT procedures and practices within the Service Desk teams, ensuring efficient operation of IT assets, and building relationships with Business Leaders at supported locations. The Sr. Manager Service Desk is the escalation point for all technical and IT personnel situations encountered at the service desk. Essential Duties and Responsibilities: - Manage staff in multiple locations. - Coordinate required systems maintenance with the Office of Information Systems (OIS) staff, vendors and project staff. - Ensure compliance with corporate security practices/policies for all applications and networks used by line of business staff. - Recommend changes to policies and establish procedures to increase productivity in consumption of IT services by line of business staff. - Responsible for building and maintain trusted technology partner relationship with the MAXIMUS line of business leadership. - Work to fully integrate teams into the Enterprise IT support model and foster cross team support for all areas of MAIXMUS IT, starting with Field Services. Job Duties/Responsibilities: - Management of IT Service Desk Staff in multiple locations. - Coordinates required systems maintenance with the Office of Information Systems (OIS) staff, vendors, and project staff. - Ensures compliance with corporate security practices/policies for all applications and networks used by line of business staff. - Recommends changes to policies and establishes procedures to increase the productivity of line-of-business staff in using IT services. - Responsible for building and maintaining trusted technology partner relationships with the Maximus line of business leadership. - Works to fully integrate teams into the Enterprise IT support model and foster cross-team support for all areas of Maximus IT, starting with Site Services. - Responsible for developing the Service Desk supervisors and technicians. Minimum Requirements - Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience. - 5 - 7 years of IT management experience in PC support, help desk, or service desk. - 5 - 7 years of experience in working with external clients and interfacing with external Client s management and technical support. - 2 - 4 years management of remote staff. - 2 - 4 years of experience in call center centric business. - 8 - 10 years of experience in managing Windows environment. - Excellent proficiency in Microsoft applications (Office, Project, Visio). - Strong knowledge of Active Directory. - Experience with Services management. - Hands-on Cisco Telecom platform knowledge. - Familiarity with end-to-end system management. - Familiarity with Software versioning and revision control system network protocols, ports and protective measures. Basic to moderate scripting in one or more common administrative languages (PHP/PERL). - Responsible for adhering to established safety standards. - Must be able to remain in a stationary position for an extended period of time. - Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds. - Work is constantly performed in an office environment. - Performs other duties as may be assigned by management. - A+, Network+, Cisco CCNA, CCNP, VMWare VCP, ITIL, PMP certifications desired but not required. - MCSE certification preferred. - Excellent written and verbal communication skills. - Experience writing technical knowledge documents. - Experience in creating and documenting technical process and procedure documentation. - Occasional travel as required. - Works in regular office environment. Preferred Skills and Qualifications: - Bachelor's degree from an accredited college or university or equivalent experience - 5 -7 years of IT management experience in PC support, help desk, or service desk - 5 -7 years of experience in working with external clients and interfacing with external Client s management and technical support - 2 - 4 years management of remote staff - 2 - 4 years of experience in call center-centric business Technical and Computer Skills: - 8 - 10 years of experience in managing a Windows environment - Excellent proficiency in Microsoft applications (Office, Project, Visio) - Strong knowledge of Active Directory - Experience with Services management - Hands-on Genesys Telecom platform knowledge - Familiarity with end-to-end system management - Familiarity with software versioning and revision control system network protocols, ports, and protective measures - Basic to moderate scripting in one or more common administrative languages (PHP/PERL) - Responsible for adhering to established safety standards - Must be able to remain in a stationary position for an extended period of time - Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds - Work is constantly performed in an office environment - Performs other duties as may be assigned by management - A+, Network+, Cisco CCNA, CCNP, VMWare VCP, ITIL, PMP certifications desired but not required - MCSE certification preferred - 6C clearance or the ability to obtain clearance preferred Communication Skills: - Excellent written and verbal communication skills - Experience writing technical knowledge documents - Experience in creating and documenting technical process and procedure documentation #TECHJOBS #LI-CB1 EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Annual Base Pay Minimum for this Position $ 89,100.00 Annual Base Pay Maximum for this Position $ 168,360.00