CNA Manager Service Desk in Arlington, Virginia

The Service Desk Manager’s role is to oversee Service Desk staff and ensure that end user incidents and service requests (IT, Facilities, and Security) are properly documented in the service desk tracking system. This includes the responsibility for managing procedures related to the identification, prioritization, and closure of end user help requests (tickets), including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by working directly with users to help resolve more complex issues. This role is part of the Technology Center leadership team and is expected to contribute to the development of budgets, plans, policies and procedures. This leadership role carries with it personal and corporate responsibility to build and sustain a respectful workplace.

1 Develop and manage Service Desk policies and procedures in consultation with the Dir, Information Technology and other CIO managers to ensure consistent, efficient and effective processes for service request intake, documentation, resolution and escalation. Work with end users to better understand support requirements and implement process improvements as required.

2 Develop and manage Service Desk service level agreements in consultation with the Dir, Information Technology, other CIO managers, and end users to establish problem resolution expectations and timeframes. Represent customer needs within the Technology Center and across the CIO organization. Escalate issues as necessary to ensure timely response.

3 Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Establish, track, and analyze metrics and trends in Service Desk requests. Provide recommendation to CIO management on improvements (process, technology, etc.) to address recurring issues and end user needs.

4 Lead and/or participate in IT projects. Ensure that support requirements for new technologies, applications, systems, and services are documented and addressed.

5 Participate in the development of IT strategies in collaboration with Technology Center and CIO management. Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base. Prepare budget proposals and operational expenditure statements as necessary.

6 Collaborate with other teams and departments to identify and/or procure and install software for managing the IT environment. Conduct research on emerging products, services, protocols, and standards in support of Service Desk technology enhancement efforts.

7 Train, coach, and mentor Service Desk staff. Establish and execute training and development plans.

8 Liaise, as necessary, with vendors for the procurement of new technologies, oversee installation, and resolve issues.

9 Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, user guides, FAQ lists, and other training aids for end users.

10 Maintain technical expertise. Keep abreast of management and technical developments in areas of responsibility and share knowledge with staff and management.

11 Perform other duties as assigned.

Job Requirements:

1 Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field or equivalent experience required; Advanced degree is a plus. Security+ or other approved DoD 8570 IAT II security certification required.

2 Experience: Minimum 5-8 years’ experience in IT technical support (help desk, user support, desktop management, etc.). Extensive experience using help desk software to manage, monitor, and report on help desk requests; demonstrated progressive experience in the management and/or leadership of a technical support team and/or IT projects; demonstrated experience developing and managing Service Level Agreements and Service Desk deliverables.

3 Skills: Technical skills including excellent understanding of standard desktop operating systems (e.g. Windows, Mac OS, etc.), standard desktop applications (e.g. Microsoft Office, Adobe Acrobat, etc.) and desktop management systems (e.g.SCCM). Good understanding of server (Windows server, email system, Active Directory) and network technology (TCP/IP, DHCP, DNS, etc.). Ability to make sound and logical judgments; demonstrated leadership and personnel/project management skills; good understanding of the organization’s goals and objectives; strong interpersonal, written, and oral communication skills; able to conduct research into issues and products as required; ability to prioritize and execute tasks in a high-pressure environment; ability to present ideas in a user-friendly language; highly self-motivated and directed; keen attention to detail; proven analytical and problem-solving abilities; strong customer service orientation; experience working in a team-oriented, collaborative environment.

4 Other: On-call availability outside of normal working hours; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components; occasional inspection of cables in floors and ceilings; able to lift 30 lbs. (e.g. computer and AV equipment), able to walk (to end user stations) and bend (to install and connect equipment); active Secret security clearance required. Ability to obtain and maintain Security+ or other approved DoD 8570 IAT II security certification within 3 months of hiring.

Requisition ID: NCER0665

CNA is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. In addition to federal legal requirements, CNA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. These protections extend to all terms and conditions of employment, including recruiting and hiring practices, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training and career development programs. For more information about EEO protections, please view the EEO is the Law poster.If you have a disability and need assistance or an accommodation in connection with the on-line application process, please e-mail us at