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Information Service Desk Manager

AMERICAN SYSTEMS | Rome NY 13440 USA | Full Time | Posted: 01/12/2021

Job Descriptiontop

WANTED: a mission driven professional with a Secret Clearance or higher to become our next IT Service Desk Manager in Rome, NY.

As an IT Service Desk Manager, you will:

  • Provide leadership and technical expertise supporting an Air Force customer with a critical mission supporting the nation
  • Receive a competitive compensation and benefits package, to include our Employee Stock Ownership Plan!
  • Be part of an empowered culture where you are a key contributor to the success of the company
  • Develop and implement technical solutions to transform and modernize a large federal IT enterprise to increase performance and efficiency
  • Continue growing your skills and knowledge

A week in the life of an IT Service Desk Manager:

  • Oversee the operations of the IT Service Desk
  • Ensure that all service requests are tracked to completion and customer service SLAs are met
  • Mentor and train service desk staff to provide high quality customer service experiences, make every effort to resolve incidents on a first call basis, and to reduce system downtime
  • Security+ or equivalent certification preferred
  • Perform analysis to determine trends in service requests
  • Maintain and update a library of Standard Operating Procedures
  • Maintain an Information/Status Board for known outages
  • Perform as a member of the Customer Service Desk

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100+ locations worldwide. Our employee-owners are encouraged to make a difference, implement new ideas in a collaborative environment, and focus on mission critical success. Through our focus on quality, strong cultural beliefs, and innovation we deliver excellence every day. Join us!


Job Requirementstop

  • Secret clearance or higher.
  • Minimum of 10 years of IT experience, including at least 3 years of experience managing an IT Service Desk/Help Desk 
  • Bachelor’s Degree in an IT related field
  • ITIL Foundations Certified (V4 preferred).
  • Help Desk Institute (HDI) or equivalent certification preferred.
  • Security+ cybersecurity certification or equivalent.
  • Experience managing a service desk for large organizations with high availability and quick response requirements
  • Experience with ITIL-based service delivery
  • Experience with Windows Active Directory Administration
  • Outstanding organization and communication skills
  • Experience responding to cybersecurity incidents

Skills and abilities:

  • Highly motivated, self-starter and team player with a high energy level and willingness to aggressively take on responsibility.
  • Demonstrated ability to approach job responsibilities with a focus on process improvement.
  • Excellent computer knowledge and experience.
  • Able to work and effectively communicate with all levels of management
  • Strong verbal and writing skills.
  • Unconditional integrity and commitment to achieving goals.
 % Travel 0 - 10%

Clearance Required?  Secret


Job Detailstop

Location Rome, NY, 13440, United States
Travel Required 1% of the time
Categories Computer Software, Computer Hardware, Customer Service & Help Desk
Ctznship Statuses Eligible to work in USA
Sec Clearances Secret
Experience Years 10 yrs
Pref Major IT Related Field
Pref Degree Bachelors
Certifications ITIL Foundations (V4 Preferred) Help Desk Institute (HDI) or equivalent certification preferred.

Location Maptop

Contact Informationtop

Contact Name Ed Wakeley
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Primary Phone 703-968-5022
Job Code 19102