Service Desk Manager at 9th Way Insignia

Posted in Information Technology 11 days ago.

Type: Full Time
Location: college park, Maryland

Job Description:

9th Way Insignia is a service-disabled, veteran-owned company bringing transformative technology to our government customers so they can achieve their missions. Our specialties include cybersecurity, cloud modernization, software development, data analytics, enterprise architecture, enterprise IT, analytics and artificial intelligence. Learn more about 9th Way Insignia at
Team/Program Introduction:
The National Archives and Records Administration (NARA) is an independent agency established in 1934 to identify, protect, preserve, and make publicly available the historically valuable records of all three branches of the Federal Government. Team members on the NARA IT and Telecommunications Support Services (NITTSS) program are modernizing the enterprise by implementing a Zero-Trust security model, increasing cloud adoption, and replacing legacy technology with modern tools.
9th Way Insignia is looking for a Service Desk Manager to join our team. This position is contingent upon award from the government.
Manage the onsite Service Desk with receives an average of 3,000 monthly incidents and service requests from ~5,300 users
Develop and implement service desk policies and procedures
Staff and train service desk agents
Monitor and improve service desk performance
Work with other IT departments to ensure that service desk requests are routed to the appropriate department for resolution
Work with customers to resolve service desk requests in a timely and efficient manner
Maintain service desk records and reports
Stay up-to-date on new technologies and trends in the service desk industry
10+ years of experience managing a service desk
Expert knowledge of desktop and server operating systems and applications
Strong written and oral communication
Excellent interpersonal and relationship building skills
Salary Range:
The salary range for this position is $109,369-$137,196
9th Way Insignia's range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Work Location:
Archives II building in College Park, MD
Special Information:
The COVID-19 vaccination requirement for federal employees and contractors pursuant to Executive Order 14043 does not currently apply. Some jobs, however, may be subject to agency or job specific vaccination requirements.
We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law. PDN-993f5f68-9bb6-4b70-8560-5832498779e7

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