Service Desk Manager

Job Summary

A company is looking for a Contract Writing System Service Desk Manager.

Key Responsibilities

• Lead a team of Tier 2 service desk agents to provide technical and functional support for the Army Contract Writing System (ACWS)
• Develop targeted communications and training to enhance user knowledge and resolve recurring issues
• Oversee Service Desk operations, ensuring alignment with ITIL best practices and service level agreements (SLAs)

Required Qualifications

• Bachelor's degree with 10 years of experience, preferably in information technology, computer science, or engineering
• 5+ years of experience with enterprise contract writing system implementations preferred
• Knowledge of Appian platform application development and operations
• Security Plus certification required
• Advanced ITIL certifications required or to be obtained within 6 months of hire