16 Oct
Transition/Service Desk Manager
District of Columbia, Washington 00000 Washington USA

Vacancy expired!

Transition/Service Desk Manager – Commerce Acquisition Transformational Technology Services (CATTS)

Tuba Group is seeking a Transition/Service Desk Manager to deliver excellent support to our client Department of Commerce.

Tuba Group is a small federal contracting business and a CMMI® Level 3 Rated, ISO9001:2015 certified organization. with a primary focus in accounting, financial, systems, technical, engineering, administrative, management, and subject matter expertise services accounting and auditing service. Our mission is to provide value-added solutions that contribute to the success of government agencies, small businesses and independent professionals by leveraging the skill and talent our most valuable resources - our people. Position Description:The Transition/Service Desk Manager shall manage the transition during the Transitionin period. It is desirable that the Transition/Service Desk Manager have the following experience and knowledge as an IT Transition Manager and capable in assisting the Program Manager:
  • Strategic directions for the infrastructure function at the enterprise level.
  • Assess the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects.
  • Interface with business unit executives and other IT functional area executives to define infrastructure support initiatives and solutions for improving service efficiency and effectiveness.
  • Lead the development of infrastructure strategy, architecture, service delivery standards, and procedures for the enterprise.
  • Analyze and predict trends and develop longrange plans designed to maintain cost effectiveness and competitiveness of the enterprise’s IT infrastructure.
  • Participate in IT strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems and best practices (e.g., ITIL) as related to the needs of the business.
  • Proactively research and recommend courses of action to prevent problems and to maintain high infrastructure service levels for the user community.
  • Utilize metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery.

  • Be responsible for all aspects of the Task Order.
Skills & Experience: The Transition/Service Desk Manager have the following experience and/or knowledge of:
  • Experience in a business or IT field.
  • Information Technology experience, with no less than three (3) years of recent experience in managing multiple, crossfunctional teams or projects.

  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • Information Technology experience.
  • Demonstrated experience in contract/team transition activities for programs similar in complexity; with no less than three (3) years interacting with senior level management and key stakeholders.
  • Demonstrated experience transitioning onto Government systems and enterprise environments similar in size, scope, and complexity to enterprise environments.
  • Demonstrated experience transitioning to the Contractor’s proposed MSS domains and technologies.
  • Demonstrated experience with MS Office Suite

    , MS Visio, and MS Project.
  • Demonstrated experience providing presentations and briefings to highlevel management.
  • Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become

    HDI Support Center Director certified within 12 months of Task Order Award.
  • Demonstrated experience reengineering or setting up service desks according to industry best practices.
  • Demonstrated experience obtaining Government management buyin for improving the service desk by demonstrating greater Return On Investment.
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
  • Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
  • Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
  • Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
  • Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
  • Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
  • Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards
Minimum Requirements:Information Technology experience, with no less than three (3) years of recent experience in managing multiple, crossfunctional teams or projects consisting of advising senior level management and key stakeholders. Education:High School + 5 years of IT experienceBachelor of Science (preferably in Business Management, Information Technology or Computer Science)

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