Public Trust Eligibility Required
This is a contingent position, meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification.
About Aretum
Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.
Job Summary
Aretum is seeking a skilled and motivated Service Desk Manager. The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests.
Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.
Responsibilities
- Provides daily supervision and direction to staff who are responsible for service desk activities.
- Manage staff conducting phone and in person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract.
- Oversee personnel that are the first point of contact for troubleshooting hardware/software PC and printer problems.
Requirements
- At least 5 years of experience managing an IT service desk.
- Associate degree or additional equivalent experience.
- CompTIA A+ certification.
- Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
- Strong demonstrated leadership abilities.
- Experience researching and developing employee training and performance improvement plans.
- Strong working knowledge of desktop and laptop hardware and peripherals.
- Strong knowledge of Windows 10, and OSX operating systems and common office applications.
- Experience using an issue tracking system to record, monitor, and document trouble items and work requests (e.g., ServiceNow).
- Excellent proven written and verbal communication skills.
- Strong problem solving and research skills.
Preferred Qualifications
- Experience with ServiceNow.
Travel Requirements
Travel to client locations is required for this position and may vary based on project needs.
EEO Statement
Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance.
As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws.
We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience.
If you require reasonable accommodation during the hiring process due to a disability, please contact [email protected] for assistance.
Equal Opportunity Employer/Veterans/Disabled
U.S. Work Authorization
Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements. Sponsorship is not available.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Family Leave (Maternity, Paternity)
- Short Term & Long-Term Disability
- Training & Development
Top Skills
What We Do
Panum, a Maryland-based company, provides a continuum of services and strategies to accelerate innovation and transformation for the federal government in meeting its mission.
Panum has had significant growth in the last 5 years due to its people, process, and innovative solution and services offered to its federal customers. Panum brings innovative ideas with a passion and a culture of “expect excellence” in Project Portfolio Management (PPM), Health Sciences, Digital Transformation, Cybersecurity, FOIA Support, Logistics, Training, and Organizational Change Management. It provides these services to more than 25 federal agencies.
Panum has received numerous excellence awards from its federal customers including the Department of Homeland Security and the US Department of Agriculture.
Panum provides its employees with work-life balance, an opportunity to innovate, learn, and grow their skills while working on solving the most complex federal government problems.
Panum's management team consists of seasoned executives with both industry and government experience. This team boasts decades of business experience in diverse businesses with domestic and international operations, as well as small and large businesses.
Why choose Panum? We are readily available to assist our customers with the necessary expertise and support to accomplish their mission.
