Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.
Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.
Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.
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Position Title
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IT Service Desk/Knowledge Base Manager – Level IV
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Position Type
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Full-Time, Onsite
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Position Location
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Fort Bliss, TX
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Tracking Code
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01216
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Daily Responsibilities
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- Lead enterprise IT Service Desk operations and knowledge management strategy.
- Provide strategic oversight of ITSM, service governance, and continual service improvement initiatives.
- Lead knowledge governance and performance metrics to optimize service delivery and mission readiness.
- Serve as the senior advisor to local Government leadership on enterprise service desk operations, operational readiness, and customer support strategy.
- Supervise and coordinate activities of IT Service Desk Specialists, Coordinators or Technicians.
- Identify, troubleshoot, or resolve information systems problems to minimize downtime of applications and personnel.
- Assist computer users with hardware and software questions and problems as well as field telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
- Oversee all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
- (a) Pretest/pilot surveying; defining and refining the agenda
- (b) Survey database administration
- (c) Assessing reliability and validity of data
- (d) Determining proper survey data collection methodology
- (e) Overseeing the production of reports and findings
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Required Degree and Certifications:
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- Master’s degree and/or equivalency
- IAT II
- CE: Professional (Expert preferred)
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Required Experience:
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- Minimum 12 years of experience
- Experience directing enterprise-level IT Service Desk operations, ITSM (i.e., ServiceNow or current ITSM Government Platform), and knowledge management programs supporting complex, mission-critical environments or large-scale technology transformations.
- Experience providing leadership in service governance, continual service improvement, operational readiness, and performance management while serving as an expert advisor to Government leadership on local customer support strategy.
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Required Clearance:
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- Tier 1 background investigation
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