Configuration Manager

Job Description

Oneida Technical Solutions, LLC (OTS), was founded in 2014 and quickly established itself as a reliable partner capable of providing a variety of information technology and cyber solutions across highly complex, highly regulated and highly secure environments, including the U.S. Department of Defense (DoD), healthcare, higher education, law enforcement, retail, casino gaming and more.

Our innovative cyber capabilities and programs have made us trusted partners for IT modernization projects, implementing upgrades and accelerating the delivery of new solutions for the DoD and commercial industries with consumer-driven technology.

We are currently bidding on a contract providing support to the Picatinny NEC in improving the functionality of the overall delivery of Information Technology Services (ITS) and Administrative Telephone Services (ATS) on Picatinny Arsenal.

This opportunity is contingent upon a successful contract award to Oneida Technical Solutions.

Job Title: Service Desk Manager

Location: [Insert Location]

Clearance Level: Secret Clearance

Compliance: DoD 8140 Compliant (formerly DoD 8570)

We are seeking an experienced and motivated Service Desk Manager to oversee and manage our service desk operations. The ideal candidate will ensure the delivery of high-quality technical support services, aligning with industry standards and organizational requirements. The role requires a strong understanding of cybersecurity, IT service management, and the ability to lead a team in a high-paced environment.

• Service Desk Operations: Manage daily operations of the service desk, ensuring timely and effective resolution of user issues and incidents.
• Leadership: Lead and mentor a team of service desk professionals, promoting a culture of continuous improvement and professional development.
• Compliance: Ensure all service desk activities comply with DoD 8140 (formerly DoD 8570) requirements and maintain adherence to all relevant cybersecurity policies and regulations.
• Incident Management: Oversee the incident management process, ensuring incidents are accurately recorded, tracked, and resolved within established SLAs.
• Collaboration: Work closely with other IT and cybersecurity teams to ensure seamless communication and coordination for issue resolution.
• Reporting: Generate and present regular reports on service desk performance, identifying trends, areas for improvement, and successes.
• Customer Service: Ensure a high level of customer satisfaction through proactive management and resolution of service desk requests.
• Policy Development: Develop and implement service desk policies and procedures, ensuring they are current and align with organizational goals and industry best practices.

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent experience may be considered.
• Experience: Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role. Experience with in a DoD environment is preferred.
• Certifications:
  • DoD 8140 compliant certification (e.g., CompTIA Security+, CISSP, CISM).
  • ITIL Foundation certification or higher is preferred.
• Security Clearance: Active Secret Clearance is required.
• Skills:
  • Strong understanding of IT service management and cybersecurity principles.
  • Excellent leadership, communication, and interpersonal skills.
  • Proven ability to manage and resolve complex technical issues.
  • Strong organizational skills with the ability to multitask and prioritize effectively.
  • Experience with service desk tools and technologies (e.g., ticketing systems, remote support tools).

Oneida Technical Solutions, LLC. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.

Please be aware - all roles require a 5-panel Hair Follicle Drug test.