Job Details

Zachary Piper Solutions is seeking a Service Desk Manager to join a federal government contract located at Stennis Space Center, Mississippi. The Service Desk Manager will manage the performance and day to day operations of Level 1 and 2 services and ensure expected customer service levels are met.

Responsibilities:

• Oversee 100% of the requests, incidents and problems.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities.

Qualifications:

• Bachelor's Degree or higher
• 3-5 years' experience in IT service desk environment
• Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
• ITIL certification
• Secret Clearance

Compensation:

Salary Range: $110,000 - $130,000+ depending on experience

Comprehensive Benefits: Medical, Dental, Vision, 401K, PTO, Sick Leave as required by law, and Holidays

Must be eligible to work in the United States and pass a background check

Location: 100% onsite in Stennis Space Center, MS