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The Role
The Desk-side Support Regional Manager leads desk-side support operations, manages technical teams, ensures SLA compliance, and coordinates with other managers for effective service delivery.
Summary Generated by Built In
Desk-side Support Regional Manager
Job ID: 25-6039
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Desk-side Support Regional Manager provides leadership and oversight of desk-side support operations within an assigned geographic region. This role is responsible for managing teams that deliver break-fix services, service request fulfillment, and technical support to ensure compliance with service level agreements (SLAs). The Regional Manager ensures operational excellence, customer satisfaction, and alignment with program requirements while coordinating with other regional managers and the enterprise DSS Manager.
Responsibilities will include but are not limited to:
Job ID: 25-6039
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Desk-side Support Regional Manager provides leadership and oversight of desk-side support operations within an assigned geographic region. This role is responsible for managing teams that deliver break-fix services, service request fulfillment, and technical support to ensure compliance with service level agreements (SLAs). The Regional Manager ensures operational excellence, customer satisfaction, and alignment with program requirements while coordinating with other regional managers and the enterprise DSS Manager.
Responsibilities will include but are not limited to:
- Manage desk-side break-fix and service request fulfillment operations across the assigned region.
- Supervise and coordinate technical staff to ensure timely, high-quality service delivery.
- Ensure compliance with service levels (SLAs) and program performance requirements.
- Monitor and report on performance metrics for desk-side support operations.
- Collaborate with other regional managers and program leadership to ensure seamless enterprise-wide support.
- Identify and address regional issues, escalations, and service gaps.
- Contribute to continual improvement efforts, aligning processes with ITIL best practices.
- Experience managing desk-side break-fix and service request fulfillment for services and systems
- 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+)
- Experience managing resources dynamically to meet SLAs for a Government agency providing similar services.
- Microsoft (MS) Associate Certification
Top Skills
Cap
Comptia A+
Comptia Network+
Comptia Security+
Gisf
Gslc
Itil
Sscp
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The Company
What We Do
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. Specializing in Federal, Commercial, and State & Local customers. We are proud to be recognized as the “Top Places to Work” by Washington Post from 2018-2022, and 2024!
