Service Desk Manager

Job Description
The Opportunity: Join BAE Systems' Intelligence and Security Sector and be part of a diverse and enthusiastic team who supports the U.S Navy's Strategic System Program (SSP). We are searching for a Service Desk Manager to join the IT Operations team in their support of the customer's Digital Engineering Environment (DEE) Network.
The Role: As the Service Desk Manager, you will work with a Team to maintain the stability, availability and security of the Navy's SSP networks. You will:

• Manage the performance of the Service Desk team, to include performance reviews, establishing goals and objectives, prioritizing work, and hiring, training, and counselling
• Manage the Service Desk, to include handling user requests and resolving user issues
• Work with the customer to establish Service Desk metrics prepare reports on the metrics, and deliver the reports to the customer
• Ensure Service Level Agreement (SLA) requirements are met
• Review Service Desk communications and procedures for quality control
• Assist with the user access requests to ensure they are being processed in accordance with SLAs and quality metrics
• Oversee user request escalations and see the escalations through to closure
• Manage the Service Desk inventory and supplies (i.e. RSA Tokens, RSA licenses, and desktop accessories, etc.)
• Submit and track purchases for Service Desk inventory supplies to maintain stock levels
• Communicate with technical leads of other teams to ensure remote sites are reporting issues correctly, adhering to proper procedures, and remote sites inventories are properly stocked
• Support system performance tests from user point of view
• Advocate for user/desktop experience during system design/test events
• Troubleshoot, research, diagnoses, document, and resolve technical incidents related to MS Windows OS, endpoint devices, printers, network connections and Desktop Software

Who You Are:

• You are eager to work in a DoD environment supporting the customer's mission
• You love learning how to use and administer new tools and technologies
• You enjoy working with people and collaborating across teams

• You have a high degree of personal drive, initiative and the ability to drive change

Required Education, Experience, & Skills
BAE has found that success in this position requires:

• Proven experience in IT service desk management, including team leadership and performance management.
• Experience troubleshooting issues related to MS Windows, Terminals, desktop applications, and networking.
• Experience creating, reviewing, and updating technical documentation.
• Excellent communication skills both verbal and written.
• Ability to establish and maintain effective working relationships with partners and government officials.

• A Bachelor's degree in Computer Science, Information Systems, or related field and at least 6 years of position related work experience.
• Working full time on-site at the Washington Navy Yard.
• An IAT Level II certification (typically Security+ or CCNA-Security) as specified in the DoD 8570
  • OR a SECNAV 5239 qualifying degree AND the ability to obtain an IAT Level II certification within 6 months of start.
• Ability to obtain and maintain Common Access Card (CAC), badge access to the customer's facility, and a SSP network account in good standing

Preferred Education, Experience, & Skills
Additional experience that will further contribute to your success include:

• Experience working in a DoD IT environment
• Experience working on classified networks

Pay Information
Full-Time Salary Range: $112420 - $191070
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do-from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.
Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.