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RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk TSA Manager in Grand Prairie, TX.
Duties:
Service Desk TSA Manager will define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements
Help to service and maintenance audio-visual equipment as needed
Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal
Account for all active or inactive equipment in the CMDB; Maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements
As a Service Desk TSA Manager, you will continuously monitor, effort, assign/re-assign, escalate, etc.; Incidents/Requests with ServiceNow ITSM tool
Fully document all service management incidents and requests in ServiceNow ITSM Suite; Including issue description, troubleshooting methods performed, communications sent to associates, and actions taken to final resolution, including knowledge base learnings if appropriate
Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages; Search Service Desk knowledgebase articles, SOP's for possible incident resolutions
Responsible for properly determining and assigning higher tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at the TSA level
Willingness and availability to serve in an on-call scheduled rotation that provides night and weekend support coverage to our associates as needed
Provide effective world-class customer service to all our associates by being courteous, polite, engaging, and compassionate
REQUIREMENTS:
Bachelor's degree from an accredited college or university, or equivalent experience; A degree in Computer Science, Information Technology, Computer/Data Systems Management, or a related field or discipline is preferred
A minimum of 5 - 7 years of combined experience in information security, information technology, and IT Service Management or 3 years as a TSA II
High-level understanding and experience of network troubleshooting, network design topology and terminologies, TCP/IP knowledge, VLANS, and routing
Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology are desired
Working technical knowledge and experience in information technology, computing systems, network technology, security operations, security technology, and the application of information security concepts
The incumbent will have exposure to ITIL foundational structures including Service Transition, Service Operations, and Continual Service Improvements
Certificates, Licenses, Registrations:
Systems certifications or relevant IT certifications are a plus
It is generally desirable for a person in this position to possess technical certifications such as A+, Security+, Network+, ITIL, Microsoft MCP/MCSE, or other related industry certifications, and the ability to maintain those certifications
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
