Position: Service Desk Manager - Electronic Security Systems/IT Location: Tysons Corner, VA Clearance: Secret Job Summary The Service Desk Manager will lead and manage 24/7 Service Desk operations for electronic security systems and IT support. The ideal candidate will be responsible for overseeing all aspects of service desk operations, ensuring high-quality support for our client's critical security systems and IT infrastructure. This role is pivotal in ensuring seamless functionality, reliability, and efficiency of electronic security systems and IT services while delivering exceptional customer support to both internal and external stakeholders. Responsibilities Team Management and Leadership Lead, mentor, and develop a team of service desk agents, providing guidance and support to ensure optimal performance. Establish clear performance expectations and conduct regular evaluations to maintain high service standards. Implement effective training programs to enhance team skills and knowledge in both security systems and IT support. Manage scheduling to ensure adequate staffing for all shifts, including on-call support as necessary. Service Delivery and Quality Assurance Oversee the daily operations of the 24/7 service desk, ensuring timely and effective resolution of incidents and service requests Develop and maintain key performance indicators (KPIs) to measure and improve service quality Serve as the escalation point for critical incidents, ensuring rapid response, resolution, and effective communication to stakeholders. Implement and optimize incident management processes, including escalation procedures for critical security and IT issues Collaborate, as needed, with the government's security team and/or the Maintenance & Repair Contractor to troubleshoot and resolve security system issues. Strategic Planning and Process Improvement Continuously analyze service desk performance, identify areas for improvement, and implement solutions to enhance efficiency Stay updated on the latest trends in electronic security systems and IT support, recommending and implementing new technologies and best practices Collaborate with other IT and security teams to ensure seamless integration of service desk operations with broader organizational goals Incident and Problem Management Take ownership of major incidents related to security systems and IT infrastructure, coordinating resolution efforts and providing regular updates to stakeholders Develop and maintain a knowledge base of common issues and solutions to improve first-call resolution rates Implement proactive problem management processes to identify and address recurring issues Reporting and Communication Generate and analyze service desk metrics, preparing regular reports for senior management on performance, trends, and areas for improvement Maintain clear communication channels with clients, stakeholders, and team members to ensure alignment of service desk objectives with organizational needs Maintain comprehensive documentation of systems, processes, and incident resolution procedures. Present operational updates and recommendations to senior management. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field Minimum of 5 years of experience in IT service desk management, with a focus on security systems support or managing an EMS/911 call center with at least 3 years managing 24/7 operations. Excellent understanding of electronic security systems, IT infrastructure, and related technologies Proven leadership skills with the ability to motivate and develop a high-performing team Outstanding problem-solving and analytical skills Excellent communication and interpersonal skills Experience with service desk management tools and reporting systems Additional Requirements Ability to work flexible hours and be on-call to support a 24/7 operation Familiarity with relevant security standards and compliance requirements In-depth understanding of ITIL practices; ITIL certification is a plus. Familiarity with security system platforms (e.g., Lenel, Genetec, Avigilon) is desirable. Familiarity with Microsoft Office 365 products as well as Microsoft SharePoint. Proficiency in using IT service management tools (e.g., ServiceNow, Jira Service Desk). The successful candidate will play a crucial role in ensuring the continuous and efficient operation of our electronic security systems and IT infrastructure. They will be responsible for maintaining high levels of service quality, driving continuous improvement, and fostering a customer-centric culture within the service desk team. NMR Consulting is an Equal Opportunity Employer (EoE) M/F/D/V