Service Desk Manager

Company Description:

ASG is a Minority- and Woman-Owned Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services including software development mobile apps AI/ML analytics data science big data DevSecOps digital transformation cloud and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:-1:2018 and 27001:2022 certifications.

Job Description:

The National Institute of Mental Health (NIMH) leads the nations efforts to advance mental health through research training and public education focused on the prevention diagnosis and treatment of mental illness. NIMH conducts and supports scientific research across biological behavioral clinical and social domains and disseminates findings to improve mental health outcomes and services.

To support this mission NIMH relies on modern information technology for research data management security and information sharing. The Information Technology Branch (ITB) serves as the central organization for IT services ensuring secure reliable infrastructure and delivering customer-focused solutions in software development end-user support IT strategy and data management.

What You Will Do:

• Oversees and manages a team of Tier 2 IT Desktop Support technicians including training coaching and performance monitoring.
• Provides leadership and direction to IT Support team fostering a collaborative and high-performance work environment.
• Ensures that IT Support tickets adhere to high quality standards meet ticketing SLAs and meets the expectations of customers.
• Ensures that IT Support staff provide timely and effective support to end-users resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
• Coordinates the response to and resolution of IT incidents ensuring that service desk staff follow established protocols and procedures to minimize downtime and impact on users.
• Analyzes recurring issues and trends to identify underlying problems and implement corrective actions to prevent future incidents.
• Monitors service level agreements (SLAs) for IT support services ensuring that performance meets or exceeds agreed-upon targets.
• Manages the escalation of complex or high-priority issues to appropriate technical teams or management ensuring timely resolution and communication to affected stakeholders.
• Other duties as assigned.

What We Need:

• Bachelors degree from an accredited college or university is preferred.
• Minimum of eight (8) years of relevant deskside phone support and VIP support applicable professional experience.
• Experience as a Service Desk Team Lead for Tier 2 Desktop support in a macOS environment and at least two out of three of the following: Windows OS Linux or iOS environments.
• Experience managing customer expectations and delivering the highest quality customer service.
• ServiceNow expertise in queue management and ticket fulfillment.

Even Better:

One or more certifications:

ITIL Practitioner ITIL Service Manager Apple Certified Macintosh Technician Apple Certified Support Professional LPIC-1 LPIC-2 CompTIA A CompTIA Network CompTIA Linux CompTIA Healthcare IT Technician HDI Desktop Support Manager HDI Service Manager Microsoft Certified Solutions

Clearance Requirement:

• Ability to obtain Public Trust

Additional Information:

At ASG we value diversity and always treat all employees and job applicants based on merit qualifications competence and talent. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or status as a protected veteran.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to We will treat your request as confidentially as your email please include your name and preferred method of contact and we will respond as soon as possible.

Perks:

At ASG we want you to be well and thrive. Our benefits package includes:

• Healthcare Benefits
• Life
• Disability
• Paid Time Off
• 401k Matching
• Employee Referral Bonus
• Education Assistance
• Learning and Development resources
• EOE including Disability/Veterans