Job Description

RCG is a growing federal contracting company and Certified™ as a Great Place to Work®. We are looking for strongly qualified people to help support our clients. We are currently seeking a Service Desk Manager for a full-time position as part of an ongoing contract located in Washington DC near Farragut West metro station. This position requires the manager to be on-site as needed.

Please note: all candidates must be U.S. citizens and currently hold or be able to attain a Public Trust clearance.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Duties and Responsibilities:

Note: Although currently managed remotely, this position will require the ability to work at the onsite/DC location at the discretion of Federal Government.

• Monitors each task and keeps the Program Manager abreast of all problems and accomplishments.
• As a team leader, provides technical direction for the complete Service Desk (Tier 1) effort.
• Responsible for the supervision, training, and growth of all Service Desk personnel.
• Serves as a technical authority for designated area.
• As a staff specialist, resolves unique Service Desk problems using experience and new technology.
• Completes tasks within estimated time frames and budget constraints.
• Manages scheduling and assigns duties to subordinates.
• Reports in writing and orally to Program Management, contractor management and government representatives, including the government-contracting officer.
• Participation with IT management team to develop project evaluation criteria and return on investment.

Requirements

• Candidate should have hands-on experience in leading Service Desk Technicians; proven history of supervision as a mentor, able to communicate directly to create a motivated, strong team.
• Experience developing, tracking, and updating deliverables according to client established timetable(s).
• Employment history of developing and maintaining effective working relationships with team members; ability to cooperate with a variety of people (team members and government clients) to achieve results.
• Experience in monitoring and documenting contract metrics and SLAs.

Required Skills:

• ServiceNow at an advanced level
• Microsoft Office Suite at the advanced level
• Hands-on experience with Service Desk leadership
• Ability to work in a high-pressure environment, meet deadlines, and simultaneously develop, deploy, and coordinate multiple projects
• Excellent interpersonal skills and demonstrated ability to work well in a team environment, collaborate with various people and organizations
• Excellent communication skills – both verbal and written in the English language

Preferred Skills:

• Minimum 4 years related experience working on civilian federal government agency contract(s)
• Experience/certification in ITIL v4 and/or HDI Support Center Management
• Bachelor’s Degree in related field

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.

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