Spathe Systems is seeking a Service Desk Manager in support of an Enterprise IT Service Management opportunity in the National Capitol Region supporting the United States Government.

Spathe Systems is a full scope systems integrator specializing in Enterprise IT Service Management, Software and Application Development, and Cyber Security Services. We are a rapidly growing Service-Disabled Veteran Owned Small Business (SDVOSB) defense contractor headquartered in Tampa, FL with offices in Fayetteville, NC, and strategic partner locations in the National Capitol Region. As a small business with a tight-knit family feel, Spathe empowers its employees to solve problems and make decisions.

SPATHE is looking for a qualified individual to support an Enterprise IT Service Management opportunity in the National Capitol Region supporting the United States Government. The Service Desk Manager must possess the aptitude, knowledge, interpersonal skills, and ability necessary to perform the following tasks:

• Responsible for the day-to-day Service Desk operations
• Represent the team to external stakeholders
• Develop and implement strategies to increase efficiency and ensure continuous improvement to the quality of service
• Ensure all processes utilized by the service desk are properly documented, regularly audited, and consistently improved
• Monitor operations to ensure tickets are addressed in a timely manner and users are satisfied with support received

Requirements:

• Possess a certification in an ITSM framework such as Information Infrastructure Library (ITIL) Service Management Certification or equivalent


• Demonstrated experience managing people, budgets, and project schedules


• Demonstrated written and oral communications skills with experience briefing executive level personnel

Clearance:

• TOP SECRET clearance required

Preferred Skills/Qualifications:

• Bachelor degree in Operations Management or related field, or 4 years work experience in a lead role providing customer service in lieu of formal education

Work Location:

• Primarily in facilities in the District of Columbia, Maryland, Virginia (DMV) region 

Schedule:

• Contractor personnel working on-site are required to work up to 8 hours per day, 5 days per week, during the contract period. A typical duty day while present onsite is from 0800 to 1730 Eastern Time (ET), Monday through Friday. The scope of this contract provides 24/7/365 IT Service Management and support. As such, some positions may be required to perform shift work and may be required to provide surge capability in support of the customer’s mission.

Travel:

• Travel may be required to various CONUS and OCONUS locations at the direction of the customer

Benefits:

• Health insurance


• Dental insurance


• Retirement plan


• Paid time off


• 11 paid Federal holidays per year