IT Service Desk Queue Manager

Man Tech seeks a motivated, career and customer-oriented IT Service Desk Queue Manager to join our team in Doral, FL.

• Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.
• Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.
• Communicates pertinent requirements and guidance for each ITSM environment authority.
• Monitors, reports, and analyzes incidents, with daily volume depending on complexity, system availability, and personnel response times.
• Provides consistent service to address incident resolution requirements.
• Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.
• Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead.

• BA/BS in Computer Science, Information Technology, Business Administration, or a related field or 4 years of additional experience in lieu of a degree.
• 4+ years of relevant IT Operations or ITSM experience.
• 2+ years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents.
• Experience with ITSM tools such as Remedy or Service Now, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports.
• Knowledge of networks, endpoints, and cloud operations. Ability to analyze events and identify potential incidents. ITIL Foundation certification.

• Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 4 years of experience in software development lifecycle, large-scale computing, modeling, cybersecurity, anomaly detection, Security Operations Center (SOC) incident detection, threat analytics, security incident and event management (SIEM), information technology (IT), and operations incident response.
• Experience with Asset Management or Inventory management of government property.
• Experience with military/diplomatic operations working within a J-6/G-6/S-6 Directorate or with Special Operations Forces (SOF) or the Department of State (DoS), leading and performing cybersecurity risk assessments for and across multiple commands, agencies, and regionally distributed locations in a Security Operations Center (SOC).
• ITIL Intermediate/Expert Level Certifications (e.g., ITIL Managing Across the Lifecycle, ITIL Specialist: Incident Management), Control Objectives for Information and Related Technology (COBIT), CompTIA Security+, Certified Incident Handler (CIH) or GIAC Incident Handler (GCIH), Project Management Professional (PMP), or PRINCE
  2. AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Certified Professional Cloud Architect
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

• Must have an active/current Secret security clearance.
• Must be eligible to obtain and maintain a TS/SCI clearance

• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Constantly operates a computer and other office productivity machinery, such as a computer
• The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc