We are looking for ... Journeyman Service Desk Manager. The work is located at St. Louis, MO.

Manage service desk operations in a dynamic, geographically diverse environment; coordinate help desk personnel in customer support for restore service interruptions, escalate problems IAW approved escalation procedures, fulfill user requests, troubleshoot and fix workstations issues. Use Remedy ITSM tool suite to provide problem management and resolution,, provide input to content in SharePoint, and support "request for change" process. Candidate is responsible for account management (create new accounts, unlock/disable/enable accounts, unlock.enable client devices, de-provision accounts, Responsible to support enterprise backups, manage distribution lists, support and validate patch management, file restoration; manage reports and trouble ticket status, accomplish personnel resource allocation 

Responsibilities

• Manage help desk operations
• Provide oversight for trouble tickets in Remedy
• Responsible for 24x7 service desk operations
• Provide Tier I/II support to users
• Provide system administration support
• Knowledge of industry accepted standards and best practices
• Demonstrated excellence in planning, directing and managing large service desk operations

Qualifications

• 3+ years experience as service desk manager
• PMP certification (6 years management experience may be substituted)
• Experience with service desk operations, Remedy, Windows server domain (physical and virtual), LAN/WAN and Internet systems, Office 365, Windows 10, Microsoft Office, Active Directory, file server environments, Microsoft System Center Configuration Manager (SCCM), hardware installations (workstations, peripherals and servers)
• Demonstrated experience is a DHS, USCG or DOD IT environment
• Effective written and verbal communication
• Ability to provide professional, courteous support to customers
• Sec+ certification
• US Citizen and Secret clearance...

Intellect Solutions, LLC is a growing Women-owned, HUBZone-certified small business with offices in Alexandria, Virginia and Herndon, Virginia, supporting clients across the United States. We provide solid benefits, competitive salaries, a friendly working environment, and opportunities to learn and grow. Our superior staff retention rate of over 90% for the last two years is proof of a great working environment and management that cares about its people. We are an Equal Opportunity Employer. Thank you for your interest!