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M. C. Dean, Inc. IT ServiceDesk Manager in Tysons, Virginia

IT ServiceDesk Manager

ID 10160

Location Tysons, VA

Apply Now (https://phg.tbe.taleo.net/phg04/ats/careers/v2/applyRequisition?org=MCDEAN&cws=62&rid=10160)

Job Summary: The MIS ServiceDesk Manager is responsible for managing the MIS ServiceDesk team that provides efficient and effective technical support and assistance to 5,000 end-users.

Key Responsibilities:

  1. Measuring Success: Develop a Service Level Agreement (SLA) that includes meaningful industry leading standards and measurements. Develop a measuring system to measure against historical baseline metrics and against the best industry standards.Report monthly on trending those metrics, findings, and corrective actions identified and implemented. Develop feedback systems that provide meaningful measurements of customer satisfaction.

  2. Staff Development– Develop a metric to determine the appropriate level of staffing quantity and quality to achieve success. Develop functional and core competencies and training against which to evaluate staff positions and to communicate career development, evaluations, and prom0tions.

  3. Continual Improvement– Develop a culture of continual improvement working with the MIS engineering teams and DevOps. Assess priorities, create plans, and execute in coordination with MIS at-large.

  4. Security and Compliance:Stay abreast of the latest security standards. Maintain the highest standards of security.

  5. Requirements:

a. Bachelor's degree in information technology, computer science, or a related field with 10 years of experience (or equivalent work experience).

b. ITSM/ITIL certifications

c. CompTIA A+ certification

d. Demonstrated experience with:

i. Staff forecasting, sourcing, selection, management, and career development.

ii. Leadership and team management skills.

iii. Communication and interpersonal abilities.

iv. Planning, scheduling and budgeting.

v. Solution, problem-solving capabilities, and continual improvements.

vi. Interfacing with IT hardware and software engineers.

vii. MIS/IT support and ServiceDesk management.

viii. Service desk ticketing systems and ITSM tools.

ix. Hardware, software, networks, and common IT systems.

x. IT service frameworks, such as ITIL.


  1. Exposure to computer screens for an extended period of time.

  2. Sitting for extended periods of time.

  3. Reach by extending hands or arms in any direction.

  4. Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

  5. Listen to and understand information and ideas presented through spoken words and sentences.

  6. Communicate information and ideas in speaking so others will understand.

  7. Read and understand information and ideas presented in writing.

  8. Apply general rules to specific problems to produce answers that make sense.

  9. Identify and understand the speech of another person.

Applicants for this position may be required to prove that they have received the COVID-19 vaccine or demonstrate that they have a valid religious or medical reason not to be vaccinated.

EOE Minorities/Females/Protected Veterans/Disabled

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