Sr. Service Desk Manager II (6085)

As a Sr. Service Desk Manager II, you'll lead and optimize service desk operations, supervising Tier 1 and Tier 2 technicians, driving performance excellence, and ensuring seamless technical support deliver, with the goal to make an impact across the federal government. Our Team is responsible for delivering reliable, responsive, and high-quality IT support across the organization, and you'll strengthen operations, elevate technician performance, and drive service excellence that directly impacts the federal government's mission success and our organization's growth.

We know that you can't have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you'll do:

• Provide program support as a Service Desk Supervisor.
• Supervise Service Desk Technicians Tier 1 and 2.
• Be responsible for the daily operation of the Service Desk team.
• Coordinate part-time schedule.
• Prepare executive-level reports that ensure optimal performance and maintain records of service level agreements for customers.
• Review daily operations and performance to ensure service levels and operational standards are met.
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.
• Maintain service desk documentation.
• Address quality issues and improve performance.
• Provide technical assistance via phone, email and additionally in person, as required.
• Provide ad-hoc equipment and software tutorials.

What you'll need to succeed:

• Ability to commute to Rosslyn, VA.
• A high school diploma (minimum).
• Experience with ServiceNow to manage and monitor service requests.
• 7+ years of Sr. Service Desk Technician experience, to include leading a team.
• Experience supporting foreign missions at agencies like the Department of State.
• Ability to develop and maintain trusted, collaborative relationships with customers and colleagues.
• Experience streamlining IT services delivery and operations for a 24/7/365 program.
• A continual service improvement and governance driven mindset, with knowledge of process improvement and quality improvement based on ITIL and PMI best practices 2 years of experience with the ability to learn quickly and follow detailed technical instructions.
• Excellent oral and written communication skills.
• An Active Top-Secret clearance (clearable up to Top Secret/SCI).

SALARY RANGE: $78,000 - $140,000

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including:

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:




• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses