Service Desk Manager

Location: Celebration, FL 34747 - Onsite Flexibility to work hours between 7:00 AM & 6:00 PM Monday
- Friday, either on a rotation or as part of a regular and on-call work schedule.

Contract: 24 months (with possible extension)

• Manage and coordinate daily activities of the technical team, including project scheduling, monitoring and incident response.
• Ensure operational support coverage and adherence to service level agreements (SLAs).
• Monitor system performance and availability, ensuring timely resolution of issues.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Ensure compliance with internal policies, industry standards, and regulatory requirements.
• Plan and manage the integration and support of new technologies into the client environment.
• Collaborate with infrastructure and application teams to ensure seamless deployment and support of systems.
• Lead, mentor, and develop a team of supervisors, project leaders, and technical staff.
• Conduct performance evaluations, training, and succession planning.
• Provide input on business continuity planning and disaster recovery strategies.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support. Monitor service ticket queue and resolve tickets as assigned. Document work performed and resolutions.
• Perform advanced network and telephony support. Provide on-site support for remote troubleshooting by other OIT technical staff. Travel between client locations required 25% - 40%.

Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Minimum of 7 years of IT work experience with exposure to multi-platform environments.

• Lead and manage the delivery of IT services across the program, ensuring alignment with business needs and service level expectations.
• Oversee the deployment, configuration, and lifecycle management of IT assets including desktops, laptops, mobile devices, printer, and servers.
• Develop and implement IT service management processes: incident, problem, change, and request management.
• Coordinate and support enterprise-wide software rollouts, updates, and patch management activities.
• Monitor and improve service desk performance, timely resolution of user issues, and high customer satisfaction.
• Ensure compliance with IT policies, security standards, and regulatory requirements across all service delivery activities.
• Telecommuting:
• Teleworking is not authorized for this position.
• Work Hours:
• Flexibility to work hours between 7:00 AM & 6:00 PM Monday
  - Friday, either on a rotation or as part of a regular and on-call work schedule.