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Next Generation Enterprise Network (NGEN) Service Management, Integration, and Transport (SMIT) is one the largest IT services program for the Navy and U.S. Marine Corps (USMC), supporting approximately 400,000 seats around the world. Under SMIT, the SMIT contractor will provide enterprise services to the Marine Corps Enterprise Network (MCEN), Navy-Marine Corps Internet (NMCI), and OCONUS Navy Enterprise Network (ONE-Net) including transport, datacenter, network operations, service desk, cybersecurity, and managed services. CDW-G will be supporting the SMIT contractor in several of these service areas.The Enterprise Service Desk Manager is designed to interface with service desk agents, field system administrators, and technical and executive stakeholders. They will provide leadership and accountability during critical, business-impacting outages and incidents within our customers’ IT environment. You are responsible for providing high-level, timely and technical communication to key stakeholders, allowing the team to remain focused and on task, and maintaining ticket documentation and response timelines with the goal of driving rapid resolution of the issue.Key Areas of Responsibility
Drive resolution of operating issues and major internal and customer incidents and outages, including service-level degradation and breach of customer Service Level Agreements (SLAs), in timely manner
Manages all recovery efforts and owns customer satisfaction outcomes
Prepares and owns incident notifications to CDW internal and customer stakeholders, including incident summaries and root cause analyses
Works with Incident Management, Field support, and Customer Success teams using ITIL standards to maintain adherence to the Incident Management Process
Directs and coordinates cross-functional teams and debriefs senior management following predefined policies, procedures, status updates and Post Incident Reviews
Ensures standardized methods and procedures are followed for response, analysis, documentation, ongoing management and reporting of incidents
Documents known errors and lessons learned for more efficient resolution of future incidents
Drives the efficiency and effectiveness of the Incident Management Process, providing feedback for continuous improvement
Works jointly with Quality team to execute the Post Incident Review process, and assists in driving resolution of action items resulting from said review
QualificationsEducation and/or Experience Qualifications
Associates or higher degree from recognized college or university in Computer Science, Information Systems, Engineering, or a related field or equivalent experience
Two (2) years of relevant incident or crisis management experience with demonstrated record of success and increasing responsibility
Required Qualifications
ACTIVE SECRET SECURITY CLEARANCE
Exceptional communication skills, both written and verbal
Exceptional leadership ability - must be able to effectively manage a critical incident response team in a high-paced, high -pressure outage scenario
Experience working with ITIL best practices for Incident, Problem, Change, Document and Service Management
Ability to work in a virtual team environment across time zones
Ability to understand, remember, and apply oral and/or written instructions or other information.
Ability to organize thoughts and ideas into understandable terminology.
Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job.
Ability to understand and follow basic instructions and guidelines.
Ability to travel as needed.
Preferred Qualifications
Four (4) years relevant incident or crisis management experience
ITIL v3 Foundation Certificate in IT Service Management
Experience with ServiceNow ITSM system
Bachelor's Degree in Computer Science, Information Systems, Engineering or related field or equivalent experience in Industry
Enterprise Service Desk Manager - Federal - MPS
Norfolk, VA
20001332-OTHLOC-250200025537CDW is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at Helpdesk-Recruiting@cdw.com.
