• Service Desk Manager

    Posted Date 3 weeks ago(7/2/2018 10:54 AM)
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  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government. We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.


    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!


    Duties & Responsibilities

    MSC is currently searching for a Service Desk Manager to provide ITIL-based Service Desk Management for local and remote users in support of common desktop software packages and scientific instrument controllers hosted in physical and virtual environments at the National Institutes of Health. The Service Desk Manager will coordinate day-today operations to ensure adequate coverage, compliance with service level agreements, and full integrated support for existing and new technologies.

    Primary Responsibilities:

    • Provide Service Desk Management expertise and leadership in delivering distributed Tier I-II-III support for all Windows, Mac, and standard Linux desktop platforms.
    • Manage IT support for end users and work with other groups as required to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
    • Maintain appropriate levels of inventory for desktops, laptops, and peripherals.
    • Install, configure, troubleshoot, and resolve incidents related to computer hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP equipment, and conference room equipment.
    • Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
    • Audit imaging, patching, and rollout of new applications to workstations and servers.
    • Support network infrastructure and IP management for local area network devices.
    • Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
    • Assist with systems administration, troubleshooting, and resolutions.
    • Implement and coordinate effective problem management strategies, tools, and procedures.
    • Ensure outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and WebEx.
    • Establish productive working relationships and maintain effective communication with the user community and government and contractor leads.
    • Direct and coordinate desktop support for Windows, Mac and Linux, including hardware and software inventory and licensing and replacement planning.
    • Support and maintain IP telephony, conference rooms, and audio visual equipment.
    • Supervise and coordinate the work of tech support staff; manage and monitor the work of contracted vendors.
    • Analyze user requirements and problems and enhance current computer systems' capability



    • Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc.)
    • Minimum of 7 years’ experience in technical user support with at least 3 years coordinating coverage, allocating resources, and supervising staff members with various roles and certifications
    • ITIL v3 Foundation certification required
    • Familiarity with the National Institutes of Health and the Enterprise Project Life Cycle (EPLC)
    • Knowledge of Network Operations and Systems Administration
    • Excellent customer service skills
    • Exceptional verbal and written communication skills
    • Experience supporting Mac (OS 10.6 and above), Linux (Ubuntu, SciLinux, CentOS, RedHat, SuSE, etc.), and all Windows desktop platforms
    • Experience with remote support tools (Bomgar, Cisco Jabber, MS Lync, )
    • Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc.
    • Meet all requirements for obtaining and maintaining a Public Trust Clearance


    Preferred Qualifications:

    • ITIL v3 Intermediate Qualifications and/or Expert certification
    • HDI Desktop or Service Manager certifications
    • Experience using ServiceNow for incident management, problem management, and request fulfillment
    • OS-related vendor certifications (Apple, Linux, Microsoft)
    • Vendor-independent certifications such as those from CompTIA (A+, N+, Project+, Security+, etc.)
    • Experience supporting enterprise level environments on a 24x7 basis
    • Experience supporting Scientific Instrument Controllers
    • Experience with remote and mobile enabled user environments
    • Understanding of Cloud or High Performance Computing Environments


    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.


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