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Service Desk Manager

Washington, District of Columbia, United States

Copper River Government Services is seeking a Service Desk Manager to provide daily supervision and direction to staff who are responsible for service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract. These personnel serve as the first point of contact for troubleshooting hardware/software PC and printer problems. This position will be located in Washington DC.

Responsibilities (include but are not limited to):

  • Oversees the IT service desk team
  • Overseeing the handling of incidents, service requests, and problems, ensuring timely and effective resolution
  • Developing and implementing strategies to enhance service desk operations, including process improvements, automation, and knowledge base development
  • Communicating with users, stakeholders, and other IT teams to ensure alignment and effective support delivery
  • Ensuring a positive customer experience by addressing feedback and implementing improvements based on user input

Requirements:

  • Clearance:
    • Secret
  • Education:
    • Associates degree or equivalent
  • Experience:
    • At least 5 years’ experience managing an IT service desk.
    • Strong demonstrated leadership abilities.
    • Experience researching and developing employee training and performance improvement plans.
    • Strong working knowledge of desktop and laptop hardware and peripherals.
    • Strong knowledge of Windows 10, and OSX operating systems and common office applications.
    • Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
    • Excellent proven written and verbal communication skills.
    • Strong problem solving and research skills.
    • COMPTIA A+ certification.
    • Information Technology Infrastructure Library (ITIL) v4 Foundations certification.

About Copper River & The Native Village of Eyak:

Owned by the Native Village of Eyak (NVE), a federally recognized Alaska Native Tribe, the Copper River Family of Companies are a collection of entities that deliver a complementary set of solutions and services to support the diverse missions and requirements of our clients. Proud participants of the Small Business Administration’s (SBA) 8(a) Business Development Program since 2006, our companies consist of both current and graduation SBA 8(a) entities. It is our collective purpose to support the Tribe and diversify the NVE’s ability to facilitate economic advancement.

The income generated from our companies helps the Native Village of Eyak fund health and social services, economic development, natural resource/environmental education, jobs, job training, and other benefits to the NVE in a manner that is consistent with Alaskan Native cultural values and traditions.

Copper River’s Culture

The Copper River Family of Companies has a positive, supportive, and thriving culture. At the foundation of our culture is a focus on collaboration. No matter your role or which operating company you work for, we are ONE TEAM working toward the same goals for our customers and for our collective owner- The Native Village of Eyak. How we treat each other is just as important as the work we deliver.

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Open leave policy and paid holidays
  • Additional benefits including tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, regular associates at Copper River.

 

Disclaimer:

The Copper River Family of Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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