Service DeskEOC Manager
Service DeskEOC Manager
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$ 74000 - 124000
1 Vacancy
Job Description
Job Family:
User Support (Digital)
Travel Required:
Clearance Required:
Work and oversee staff supporting the agencys systems hybrid cloud infrastructure and its applications.
The position will be responsible for monitoring and responding to incidents escalations and customer service request.
The position will assist in coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.
A key duty will be to enhance our Knowledge Management capabilities.
Serve as an escalation path when issues arise.
Manage tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
Provide daily weekly monthly quarterly and yearly reporting on multiple SLAs.
Support the Enterprise Operations Management in developing and reinforcing policies and procedures.
Manage and report on EOC agents telephone voicemail email and inperson requests.
Actively manage our Incident Response Process (IRP) and provide timely status updates on each incident per SLA.
Coordinate with customers and support teams to triage outages and problems that occur in the environment.
Ability to craft clear concise and grammatically correct communication through various work streams.
Provide regular coaching on policies and procedures.
Responsible for developing monitoring and analyzing KPIs across all operational areas.
Work with current staff in developing and innovating the current IRP.
Oversee all Knowledge Management related activities.
Proactive approach to preventing potential outages.
What You Will Need:
Bachelors Degree . Degree can be substituted for additional Four(4 years of experience.
At minimum Five 5 years of relevant IT experience
Three 3 experience of Supervisory role
24x7 on call experience
Extensive experience running a Service Desk or Operation Center.
Experience with Incident Management (Remedy ServiceNow etc).
Excellent written and communication skills required excellent customer service aptitude.
Ability to present to executive management incident debriefs and root cause analysis reports.
Ability to multitask: manage a conference call and take notes at the same time.
Must have flexible schedule. Oncall services will be on a rotational basis.
This is a hybrid position. Candidate must be able to come on site in Bowie/Suitland Maryland when ever needed.
Applicant must be a U.S. Citizen and be able to pass a Public Trust Assessment
What Would Be Nice To Have:
Experience with Linux SolarWinds and Active Directory
Experience with Everbridge
NOC experience
What We Offer:
Guidehouse offers a comprehensive total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical Rx Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Parental Leave
401(k) Retirement Plan
Group Term Life and Travel Assistance
Voluntary Life and AD&D Insurance
Health Savings Account Health Care & Dependent Care Flexible Spending Accounts
Transit and Parking Commuter Benefits
ShortTerm & LongTerm Disability
Tuition Reimbursement Personal Development Certifications & Learning Opportunities
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Care annual membership
Employee Assistance Program
Supplemental Benefits via Corestream (Critical Care Hospital Indemnity Accident Insurance Legal Assistance and ID theft protection etc.
Position may be eligible for a discretionary variable incentive bonus
About Guidehouse
Guidehouse is an Equal Opportunity EmployerProtected Veterans Individuals with Disabilities or any other basis protected by law ordinance or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities or to apply for a position and you require an accommodation please contact Guidehouse Recruiting ator via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse or . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse please report the matter to Guidehouses Ethics Hotline. If you want to check the validity of correspondence you have received please contact . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicants dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
Required Experience:
Manager
Employment Type
Full-Time
