Iron Bow Technologies Looking for IT Services Manager at Washington, DC  Full Time

technical support services for a prominent US Government customer in Washington, DC. The manager is responsible for building and leading an engaging team environment and to ensure customer confidence and satisfaction.

The successful candidate will provide leadership and engagement to the team supporting the government customer IT environment. The manager, with their team, enables the success of hundreds of end users through day to day operations of a help desk, desktop support, as well as IT administration and engineering services for the data center, network, and systems. The manager is responsible for project execution to include developing an understanding of the client environment and contract, and translating those into detailed work plans, schedules, resource plans, and status reports. The manager also conducts customer and internal meetings and is responsible for supporting the team with technical and analytical guidance, assigning and tracking helpdesk tickets and technical projects, and continuously improving processes and knowledge management.

Responsibilities:

• Serving as the primary or assistant technical and management interface for the company, customer, and a team of on-site and hybrid/remote staff
• Overseeing the daily operations and support of a team managing a government customer IT environment including physical & virtualized servers, network, systems, endpoint hardware, and software.
• Overseeing operations and performance of a Help Desk team, ensuring customer service is timely and appropriate on a daily basis.
• Classifying, prioritizing, and assigning tickets, incidents, and service requests using ServiceNow and other tools. Serving as an escalation point to help resolve more complex problems.
• Monitor the ACD for optimal call handling by the Help Desk team, identify deficiencies and implement improvements
• Ensuring daily and periodic oversight, adherence, and reporting to all contract deliverables including SLAs and Quality Assurance plan through recurring and ad-hoc reports and meetings
• Developing and improving processes and procedures used to manage the IT environment
• Leading government device inventory oversight, including periodic endpoint refreshes
• Providing staff management including general administrative oversight, resource and shift planning, time accounting, financial tracking, cost projection, inventory management, personnel evaluation and support
• Managing staff resourcing and coverage across customer business hours and after hours’ support
• Ensuring staff meets requirements for certifications, skills and abilities

Requirements:

• Bachelor’s degree (or equivalent work experience) in a relevant IT field
• 8 or more years of experience supporting a computer network and IT help desk for a medium to large size organization (more than 500 users), including at least 2-3 years of leadership experience
• Advanced degree as well as ITIL, HDI, and/or PMP certifications are desired
• Experience managing work in an IT Operations environment, with the ability to manage both immediate tactical issues and long-term strategic goals
• Strong customer service skills, especially experience leading customer service delivery with government customers
• Proven leadership experience managing technical personnel
• Demonstrated proficiency with common IT applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards
• Excellent verbal and written communication skills
• U. S. Citizenship or work authorization
• Public Trust suitability determination through the US Government, including FBI Fingerprint Criminal Background Check

This position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans