Service Desk/EOC Manager

The Service Desk/EOC Manager will oversee staff supporting the agency's systems, hybrid cloud infrastructure, and applications. The position will be responsible for monitoring and responding to incidents, escalations, and customer service requests.

Requirements

• Bachelor's Degree or equivalent experience
• At least 5 years of relevant IT experience
• 3+ years of supervisory experience
• 24x7 on-call experience
• Extensive experience running a Service Desk or Operation Center
• Experience with Incident Management (Remedy, ServiceNow, etc)
• Excellent written and communication skills
• Ability to present to executive management incident debriefs and root cause analysis reports
• Ability to multi-task and manage a conference call
• Must have flexible schedule and be able to come on-site in Bowie/Suitland, Maryland

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)