Service Desk Manager

Brunswick, GA

Abacus Solutions Group:  We are difference-makers, passionate about serving, we work hard with integrity, and strive to do the right thing. We look at every opportunity as a chance to make a difference. We are constantly looking for ways to serve our customers and coworkers. We consistently ask, “Does this decision align with our morals and ethics?”  It’s important that all our employees embrace these core values as we hire, review, reward, and recognize our teammates based upon them.  

Position Overview:  We’re hiring for a Service Desk Manager for the Federal Law Enforcement Training Center (FLETC) in Brunswick, GA.  In this position you’ll become part of a technically diverse team to include but not limited to Help Desk Specialists, Network Engineers, System Administrators, and Database Professionals.  Together this team provides IT Operations and Support to the FLETC which is responsible for training Law Enforcement Professionals from over 90 different agencies.   

Position Responsibilities:

  • Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
  • Client and program point of contact for all Major Incidents
  • Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
  • Responsible for the effective implementation of the ITIL processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure.
  • Represent the first stage of incident escalation for levels 1/2/3
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Security Qualifications:

  • Must be a US Citizen
  • Must pass a Federal Law Enforcement Background Investigation

 Required Experience, Knowledge, and Skills:

  • Six or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
  • Experience in incident and problem management in a large scale enterprise environment
  • Familiarity with service desk technologies including IT Service Management (prefer Ivanti)
  • Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.

Required Experience, Knowledge, and Skills:

  • Six or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
  • Experience in incident and problem management in a large scale enterprise environment
  • Familiarity with service desk technologies including IT Service Management (prefer Ivanti)
  • Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.

Pay and Benefits:   We offer a wide range of medical benefits, employee resources and strategic discount alliances.  These benefits include medical/dental/vision benefits, company matching 401K, Choice Time Off, Long-Term and Short-Term Disability Insurance, Life Insurance, and other ancillary benefits.    

We are an equal opportunity employer.   We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.   The EEO is the Law poster is available here.