• Service Desk Manager/ Program Manager

    Job Locations US-VA-FT. BELVOIR
    Posted Date 2 weeks ago(5/10/2018 11:37 AM)
    # of Openings
    Information Technology
  • Overview

    NikSoft Systems Corporation is a recognized Information Technology solutions provider. Founded in 1998 and based in Reston, Virginia, NikSoft is a CMMI Level 3 Certified company with an established reputation for excellence and on-time delivery with a consistently high customer satisfaction rating from its Federal Government and private consulting contracts.


    Seeking a professional and experienced Service Desk Manager/ Program Manager to join our team. Responsibilities include:

    • Directly interacts with customer leadership, to include SES level personnel and/or US Army General Staff.
    • Leads the day-to-day operation of the Service Desk staff. Develops and schedules appropriate level of support.
    • Provides management guidance by directing, motivating, and developing staff.
    • Answers Service Desk tickets, as necessary.
    • Encourages the maximization of individual contribution, professional growth, and the ability to function effectively within a team.
    • Works with clients to determine help desk requirements; negotiates service level agreements.
    • Monitors client requests and Service Desk tickets for VIP requests. Assigns appropriate priority to VIPs.
    • Monitors client requests to identify systematic patterns, which may require adjustment to policies and procedures.
    • Develops, implements, and maintains policies and procedures for client problems and resolutions.
    • Supervises operational effectiveness during changing call volumes.
    • Manages inbound workflow through understanding and acceptance of multiple access channels. Ensures factors affecting service level attainment are understood and implemented.
    • Performs interviews for Tier II, Tier III, and Service Desk Lead positions.
    • Ensures development plans, key performance indicators, and objectives are in place for all staff.
    • Writes and presents performance appraisals on an annual basis.
    • Understands and supports the principles of quality management, in particular ISO, CMMI, and ITIL.
    • Directs staff of 20+ employees.
    • Handles employee relations, performance, and reviews. Approves employee time records, work assignments, vacations, sick pay, etc.


    • Master’s Degree in Computer Science or related Field
    • 5+ Years’ experience as a Help Desk Manager
    • DoD 8570 IAT III Certified*
    • TS/SCI Clearance
    • Excellent Communications skills
    • Excellent Customer Service skills and mindset
    • Understanding of military rank and hierarchy
    • Ability to work independently
    • Good decision-making skills
    • *DOD 8570 IAT III Acceptable Certifications
    • CISSP – Certified Information Systems Professional
    • CASP CE – CompTIA Advanced Security Practitioner
    • CISA – Certified Information Systems Auditor
    • GCED – GIAC Certified Enterprise Defender
    • GISCP – Global Industrial Cyber Security Professional
    • GCIH – GIAC Certified Incident Handler

    ** US Citizenship status is required and Top Secret/SCI; must successfully complete the government's security process (required) **




    NikSoft’s competitive benefits program includes comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family.


    NikSoft Systems Corp is fully committed to the concept and practice of equal opportunity and affirmative action in all aspects of employment.  NikSoft is an EOE M/F/Disability/Veteran employer. For more information about our other openings, please visit




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