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Navitas Business Consulting, Inc. · 3 months ago

25-6038: Desk-side Support Services (DSS) Manager - DC Metro

Washington, DC

Full-time

Onsite

Mid, Senior Level

Navitas Business Consulting, Inc. is an industry leader in digital transformation, serving clients across commercial, federal, and state markets. They are seeking a Desk-side Support Services (DSS) Manager to provide leadership and oversight of desk-side support operations, ensuring customer satisfaction and operational efficiency while managing technical support teams across large geographic areas.

Computer Software

Culture & Values

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Manage desk-side support services, including break-fix and service request fulfillment, at the enterprise program level

Ensure desk-side service levels are achieved and maintained across diverse customer bases and geographic regions

Direct and oversee technical support staff to provide responsive, high-quality service delivery

Track performance metrics, generate reports, and identify areas for service improvement

Lead process improvement and service streamlining initiatives to increase efficiency and reduce costs

Collaborate with program leadership and stakeholders to resolve escalations and meet mission objectives

Leverage analytics to identify trends, pinpoint areas of concern, and drive data-informed improvements

Qualification

Desk-side support managementITIL CertificationData analyticsBreak-fix supportService request fulfillmentProcess improvementCustomer satisfactionPerformance metrics trackingCollaboration with stakeholdersTeam leadership

Required

Experience managing desk-side break-fix and service request support for services and systems at the program level

Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customer bases

ITIL Certification

Must obtain at least one certification from IAM Level I or IAT Level I (CompTIA A+, CompTIA Network+, SSCP, CAP, GISF, GSLC, CompTIA Security+)

Secret Clearance with ability to obtain a TS/SCI

Preferred

Experience managing desk-side support services for a Government agency

Experience executing streamlining efforts and continual process improvements in service areas

Experience using data analytics to identify areas for service improvement and implement strategies

Company

Navitas Business Consulting, Inc.

Incorporated in 2006, Navitas Business Consulting Inc, is a Woman-Owned, Small Business (WOSB) with areas of expertise in Cloud Migration, Data & Insights, Artificial Intelligence, Threat Intelligence, Cybersecurity, Agile PMO & Advisory and Healthcare.

Founded in 2006