Service Desk Manager

Job Description

Job Description

Founded in 1995, ESN is a Small Disadvantage Business (SDB), Service-Disabled Veteran-Owned Small Business (SDVOSB) and Veteran Owned Small Business (VOSB). ESN delivers trusted solutions that support our nation's defense. For more than two decades, we have been providing our military and government customers with mission-critical services including engineering and technical support, strategic and program management, testing and evaluation, operations support, and information technology. We are committed to proven, repeatable corporate quality management processes and are certified CMMI Maturity Level III - Development/Services & ISO 9001:2015.

ESN is currently looking for a Service Desk Manager/Engineer III.

Position is in Norfolk, VA.

ESN is currently looking for a Service Desk Manager to join a highly motived and skilled team, in support of the BA-ISEA program.

Duties:

· The SME will be part of the Operations team This leadership role is vital to ensuring the efficient and effective operation of IT service delivery through the management of the Helix (Remedy) ticketing system and the oversight of CASREP (Casualty Report) resolution. The ideal candidate possesses a strong understanding of ITIL principles, extensive experience managing ticketing systems and teams, and a proven ability to drive process improvement and foster collaboration across organizational boundaries.

· Provide strategic direction and oversight for all aspects of the Helix (Remedy) ticketing system, ensuring alignment with ITIL best practices and organizational goals.

· Develop, implement, and maintain policies, procedures, and service level agreements (SLAs) for efficient and effective ticket handling.

· Conduct regular system audits and reviews to identify areas for improvement and ensure optimal performance.

· Lead, mentor, and motivate a team of Service Desk analysts, providing guidance, support, and professional development opportunities.

· Establish performance expectations, conduct performance evaluations, and provide constructive feedback to foster a culture of continuous improvement.

· Continuously evaluate and optimize ticket management processes to improve efficiency, reduce resolution times, and enhance customer satisfaction.

· Identify and implement automation opportunities to streamline workflows and reduce manual effort.

· Develop and deliver regular reports to IT leadership and stakeholders on key performance indicators (KPIs), including ticket volume, resolution times, and customer satisfaction.

· Analyze data trends to identify areas for improvement, proactively address potential issues, and inform strategic decision-making.

· Oversee the CASREP management program, ensuring adherence to established procedures, timelines, and reporting requirements.

· Develop and implement process improvements to enhance the efficiency and effectiveness of CASREP resolution.

· Provide guidance and support to Service Desk analysts in resolving CASREPs, acting as an escalation point for complex or high-priority issues.

· Collaborate with technical teams and stakeholders to ensure timely and effective resolution of critical system outages.

· Oversee the communication and reporting of CASREP status to stakeholders, ensuring clear and concise updates are provided through appropriate channels.

· Manage SITREPs (Situation Reports) and DSRs (Daily Status Reports) to maintain transparency and accountability throughout the resolution process.

· Cultivate and maintain a strong strategic partnership with NESD to ensure seamless collaboration between Tier 1 and NIWC support teams.

· Participate in joint planning and strategy sessions to align on shared goals, priorities, and process improvements.

· Establish clear escalation procedures and communication channels to facilitate smooth transitions of issues between Tier 1 and Tier 2 support.

· Foster a culture of knowledge sharing and collaboration between NESD and NIWC support teams to improve overall service delivery.

· Performs other duties and works schedules as assigned by management, which may include changes to duties, responsibilities, or work hours as required to meet contractual obligations, mission requirements, or the needs of the organization.

· Work Schedule: Monday through Friday with Core Hours 0900 - 1500.

Experience:

· Ten (10) years of experience in technical specifications development, process analysis and design, technical problem solving, and analytical/logical thinking with an emphasis in Service Desk Support. This includes examining the correctness (the product being evaluated satisfies all system specification requirements), completeness (signifies all required functions are implemented and all necessary products are developed to fully support the program lifecycle), reliability (indicates the final product can be expected to perform its intended function without error or failure), and maintainability (requires that the developed program products be designed to facilitate and simplify lifecycle maintenance and modifications), of products at each step in the development process.

· Specific experience with DoN C4ISR, maintenance, logistics, or business systems preferred but will consider other relevant industry experience supporting complex solutions as approved by the COR.

· Experience and knowledge executing Agile software methodology and principles.

Education:

· BS degree in Engineering, Physics, Physical Sciences, Computer Science, Information Security, Mathematics, Management Information Systems, or Business.

· Technical Training in software maintenance and sustainment supporting DoN maintenance, logistics, and business systems.

Clearance: Secret