Service Desk Manager

 Makpar - Company site
 June 22, 2022
 Washington D.C.
Who we are:
Makpar is a small business specializing modernizing IT infrastructure for the Federal government. Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified three years in a row as voted by our employees and we placed as a Fortune Top 100 Small Place to Work in 2020. This year in 2021 we were also recognized on the following lists: Inc Top 5000, as well as Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our work leading development of largest external user verification system within the Federal Government with over 23M users. 
Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.
Position Title:
Service Desk Manager
The Position:
Makpar has an exciting opportunity for a Service Desk Manager to join our growing team.

Role Specific Duties:

  • Manage the day-to-day management of the Help Desk staff and activities
  • Serve as the escalation point of contact for all customer-reported incidents and requests
  • Align customer service activities and initiatives to support and enhance the objectives of the organization, and establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices
  • Support a federal government client on operations, maintenance, monitoring of their networks and systems
  • Contributes to the implementation of new processes and assists in implementing staff training programs as technology changes
  • Manages Help Desk Staff and evaluates performance regularly; Coaching and developing team members
  • Required Qualifications:

  • Bachelor’s degree and 5+ years of experience in an IT Help Desk environment with managerial experience; 2+ years of experience supervising or leading teams or projects
  • Knowledge of ITSM and ITIL best practices
  • Customer-service oriented with a problem-solving attitude
  • Experience managing large teams
  • Experience interfacing with executive leadership
  • Knowledge of Incident/Asset/Change Management and Service Management applications
  • Familiarity with Service Desk/Call Center metrics
  • Ability to manage multiple projects simultaneously
  • Excellent verbal and written communication skills
  • Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
  • Benefits:
    At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.
    Start your career today and be a part of something meaningful!
    Makpar is an Equal Opportunity / Affirmative Action employer.