Infrastructure Specialist defining hybrid multicloud architecture, ensuring operational consistency and security for MDS. Collaborating with teams to improve productivity and implement automation in IT infrastructure.
About the role
- Help Desk Services SPOC Manager overseeing service desk operations for TSA. Responsible for managing incidents, service requests, and team performance in IT service delivery.
Responsibilities
- Provides operational leadership for the Enterprise Service Desk (Single Point of Contact – SPOC) supporting the End User Services Division (EUSD)
- Organizes, directs, and manages service desk operations to ensure timely resolution of incidents and service requests, effective escalation management, and compliance with service level agreements (SLAs) and operational performance requirements
- Oversees service desk personnel and daily operations including ticket management, workload balancing, shift coordination, escalation handling, and performance monitoring to maintain consistent, high-quality support for TSA users
- Serves as the primary liaison between the service desk, program leadership, and TSA stakeholders to support major incidents, enterprise IT initiatives, and continuous service improvement efforts
- Mentoring
- Escalations
- Executive communications
- Workload balancing
- Operational performance monitoring
- Continuous improvement
- SLA compliance
- Managing shift hand-offs
- Provide as needed support to other important service management and business activities to include: Major incidents Changes and releases Disaster recovery planning Reorganizations/M&A ITSM-tool-implementation projects
Requirements
- Requires BA/BS in a technical or management discipline
- Requires a minimum of 10 years of experience in IT service delivery, service desk operations, or end-user services support
- Requires a minimum of 5 years of experience managing service desk teams or IT support operations in a large enterprise environment
- Experience managing high-volume IT service desk operations supporting geographically distributed users
- Strong customer service orientation with demonstrated ability to lead and collaborate with government customers, technical teams, and management
- Strong analytical and problem-solving skills, along with excellent written and oral communication skills
- Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL)
- Proven skills in escalation management, performance monitoring, and process improvement
- Excellent communication and interpersonal skills to effectively interact across organizational levels and stakeholders
- Capable of obtaining TSA Suitability
- Possess a Secret clearance
Benefits
- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
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