Assistant Service Desk Manager

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.

About the Position:

TJFACT is seeking to hire a well-qualified Assistant Service Desk Managerto support our US Department of Treasury Office of the Comptroller of Currency (USDT OCC) client at the OCC Headquarters in Washington DC.

The Assistant Service Desk Manager supports day-to-day operations of the IT Service Desk in alignment with the Office of the Comptroller of the Currency (OCC) service delivery requirements. This role ensures consistent high-quality customer support supports operational compliance with SLAs and collaborates across teams to improve service effectiveness. The ideal candidate brings a customer-first approach federal contract experience and a working knowledge of ITIL-aligned support practices within regulated environments.

Duties and Responsibilities:

Daily Operations & Staff Oversight

• Assist the Service Desk Manager in leading the OCC service desk team overseeing the daily delivery of Tier 1 and Tier 2 support services.
• Monitor incident and request queues to ensure adherence to OCC-defined SLAs and customer satisfaction targets.
• Approve and manage leave requests and time tracking to maintain full coverage and contractual compliance.
• Support issue triage and escalation handling ensuring resolution quality and professionalism.

Support Quality & Compliance

• Lead and contribute to support quality assurance reviews including call recordings ticket documentation audits and coaching sessions.
• Monitor individual and team performance against OCC KPIs and internal quality standards.
• Help to ensure all documentation and communications follow OCC and federal compliance policies and processes

Cross-Functional Support

• Actively coordinate with and contribute as necessary to OCC-aligned roles including the Knowledge Manager Training Lead Incident Manager and Quality Assurance Manager to:
• Maintain and improve knowledge articles and SOPs specific to OCC systems and services.
• Deliver onboarding and ongoing training tailored to OCC technical and procedural requirements.
• Participate in major incident resolution including communication and documentation support.
• Support audit activities and customer satisfaction improvement efforts.

Reporting & Metrics

• Track and report service desk performance metrics (e.g. First Call Resolution SLA compliance Customer Satisfaction).
• Contribute to contractual reporting deliverables and data analysis used in stakeholder briefings and quarterly reviews.
• Identify trends and recommend service or process improvements aligned with OCC strategic goals.

Staff Development & Engagement

• Coach and mentor service desk agents encouraging a culture of accountability respect and customer service excellence.
• Provide input into staff evaluations training plans and performance improvement strategies.
• Support hiring onboarding and transition activities for service desk personnel per OCC program requirements.

Required Skills and Experience:

• U.S. citizen
• Five (5) years of experience in IT service desk or end-user support with at least two (2) years in a management Lead or supervisory role
• Experience supporting a team of 25 or more
• Experience withServiceNowor other ITSM tools.
• Understanding ofITILbest practices for incident and service request management.
• Prior experience supporting Federal Government Service Desk or financial regulatory

Tools & Skills:

o Familiarity with Active Directory VPN Remote desktop O365
o Working knowledge of ITIL-based support processes.
o Familiarity with Cisco ACD and Jabber

Certifications:

o ITIL v3 or ITIL 4 Foundation (required or must be obtained within 90 days of hire).
o HDI Support Center Team Lead or similar certifications preferred.

Clearance:

o Must possess or be eligible for a Public Trust clearance.

Key Competencies:

• Strong organizational communication and leadership skills.
• Experience managing support performance in SLA-driven environments.
• Ability to interpret and follow OCC policy security guidelines and IT governance structures.
• Adaptability and responsiveness in a dynamic mission-critical support environment.

Work Conditions:

• Some on-call after-hours or weekend support may be required for escalations or major incidents.
• Remote work is subject to OCC contract guidelines and expectations.
• Must comply with OCC and federal IT security conduct and confidentiality standards.

Benefits:

• Medical Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.