Apex Systems
IT Service Desk Manager
Job#: 2081379 Title: IT Service Desk Manager Location: Fully onsite in Washington DC Contract: 6 month contract to fulltime perm hire Pay: $50.00 - $60.00 / hourly (Based on experience) Salary Conversion upon perm Clearance: Candidates must be US Citizens able to obtain and/or maintain a Department of Defense Top Secret security clearance as a condition of continuation of employment. Certification: CompTIA A+ or ITIL 4 Qualifications: Bachelor's degree in a relevant field Minimum of five (5) years of experience in IT support services Basic understanding of Microsoft Service Admin Microsoft 365 ServiceNow experience (ticketing system and how to get data out of the program) Understanding account management Outgoing Personality Job Details: IT Service Desk Manager responsible for overseeing all Tier 1, Tier 2, and Tier 3 support operations to ensure the timely and effective resolution of end-user IT incidents. The IT Service Desk Manager shall serve as the primary point of contact for all service desk escalations and shall be accountable for ensuring customer satisfaction through proactive service request management and adherence to ITIL v4 standards. The individual in this role shall lead a team of support technicians and system administrators, monitor and report on performance metrics, and ensure compliance with service level agreements (SLAs) as defined in the contract. Responsibilities include coordinating the efforts of Tier 3 system administrators to resolve complex technical issues and ensuring alignment with enterprise IT strategies and security policies. #clearance EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job#: 2081379 Title: IT Service Desk Manager Location: Fully onsite in Washington DC Contract: 6 month contract to fulltime perm hire Pay: $50.00 - $60.00 / hourly (Based on experience) Salary Conversion upon perm Clearance: Candidates must be US Citizens able to obtain and/or maintain a Department of Defense Top Secret security clearance as a condition of continuation of employment. Certification: CompTIA A+ or ITIL 4 Qualifications: Bachelor's degree in a relevant field Minimum of five (5) years of experience in IT support services Basic understanding of Microsoft Service Admin Microsoft 365 ServiceNow experience (ticketing system and how to get data out of the program) Understanding account management Outgoing Personality Job Details: IT Service Desk Manager responsible for overseeing all Tier 1, Tier 2, and Tier 3 support operations to ensure the timely and effective resolution of end-user IT incidents. The IT Service Desk Manager shall serve as the primary point of contact for all service desk escalations and shall be accountable for ensuring customer satisfaction through proactive service request management and adherence to ITIL v4 standards. The individual in this role shall lead a team of support technicians and system administrators, monitor and report on performance metrics, and ensure compliance with service level agreements (SLAs) as defined in the contract. Responsibilities include coordinating the efforts of Tier 3 system administrators to resolve complex technical issues and ensuring alignment with enterprise IT strategies and security policies. #clearance EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.