The Squires Group

  • Service Desk Manager

    Job ID
    # of Openings
    IT Infrastructure
    Position Type
  • Overview

    Join one of the largest Federal Programs in the MD/DC/VA area!  With a 17-year history of supporting the Intelligence Community in a managed services program, our client uses the latest and greatest technologies.  For this 5-year project, (with an additional 5 option years), they are looking to hire a Service Desk Manager in their Columbia, MD location.


    Per our Federal Government Contract, candidates must be U.S. Citizens with an active TS/SCI Full Scope Poly clearance.


    • Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution Monitor queues to ensure SLAs are maintained
    • Assign the tickets which are out of scope to Service Desk/other teams
    • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
    • Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
    • Coordinate tickets that cross organizational boundaries to endure customer satisfaction
    • Prepare daily reports on incidents/change/problem tickets and SLA status
    • Prepare summary reports on all major incidents occurring on shift
    • Coordinate resources with teams across discipline to ensure SLA targets are met
    • Coordinate resolution of high priority tickets


    • Bachelor's Degree and 3 years’ experience or Associate's degree and 5 years' experience in in customer technology and support requirements
    • Experience working with SLAs
    • Strong management and communication skills
    • Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
    • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent
    • Experience in a customer service role supporting high priority tickets
    • Per our Federal Government Contract, candidates must be U.S. Citizenswith an active TS/SCI  Full Scope Poly clearance 

    A Thousand Reasons to Give Referral Program:

    Refer a friend, and you both can earn $1,000 if we place them in a new job opportunity! If you see a position posted by The Squires Group and know the perfect person for the job, please click here to send us your referral. 


    4 Reasons to Join The Squires Group, Inc.:

    1. Our Commitment to You - We offer competitive pay, multi-year projects and a list of exciting clients.

    2. Work-Life Balance - We work hard, we work smart and have quality time for family and "life."

    3. Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism, and trust.

    4. We Care About You – We help you meet your career goals and continuously support your efforts in the field. 


    The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.


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