About Us DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools - including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that "Your Mission is Our Passion," DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions. Responsibilities * Provide daily supervision and direction to Service Desk technicians across multiple locations who are responsible to provide support to customers via phone, in person, and through remote support channels. These technicians provide support to a mixed environment utilizing Windows, Mac, and Linux operating systems supporting the critical scientific and business applications. * Formulate and enforce performance work standards; assign work schedules; review work discrepancies; supervise contractor personnel; and communicate policies, purposes, and objectives to the assigned staff. * Work with the Program Manager to complete the duties related to project management, transition plan, and management of the tasks as part of the contract. * Manage a team of support personnel who troubleshoot IT desktop issues. * Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. * Ensure maximum issue resolutions in minimum time. * Document steps performed for problems tasks that may recur and share these steps with co-workers. * Supervise and relocate IT equipment, including desktop computers, printers, monitors, portable data storage devices, and other peripherals. * Write ad-hoc technical instructions for non-technical users when remotely connecting, phone support or face-to-face visits are not possible. * Evaluate new information systems products or services and suggests changes to existing products or services to better aid the end-user. Qualifications * Specialized experience includes Staff management, Recruitment, and Retention, Service Desk/ Service Desk management. * Utilized enterprise-level remote assistance tools, such as Bomgar. * Bachelor's degree from an accredited college or university. * ServiceNow expertise with queue management and ticket fulfillment. * 6+ years of relevant, professional experience. * Have public trust clearance, or able to obtain. Desired Qualifications * Bachelor's Degree * ITIL v3 certification. * Certified by the Service Desk Institute as a Service Desk Manager, Desktop Support Manager, or Support Center Manager. * 6+ years of relative experience, ServiceNow. * Manager/lead of a small to mid-size team in a similar environment NOT a call center. * MAC/Windows experience. * Experience using reports/metrics/analytics to guide operations. * Experience as a Technician. Desired Certifications (One or More) * ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Basic Compensation: $105,000- $120,000 yearly salary The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law. Benefits: DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions. EEO DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.