Wireless Support Desk Manager

GovCIO is currently seeking a skilled and experienced Wireless Cellphone Support Desk Manager to lead and oversee our wireless phone and iPad support team providing support for 1200+ mobile devices for the Department of Veteran Affairs. The successful candidate will manage an 8-person team while also playing an active role in daily operations, providing hands-on support to ensure the team's success and maintaining a deep understanding of the work to be done, ensuring high-quality service delivery, and maintaining efficient operations. This position will be located in Washington DC and will be fully onsite.

• Team Management: Manage overall daily operations of an 8-person support team focused on continuous improvement and high-quality service delivery.
• Client Management: Maintain a strong working relationship with the client by regularly engaging in status meetings, understanding the client’s needs, and ensuring that service levels are met or exceeded. Act as the primary point of contact for all client communications related to support services, addressing concerns promptly and escalating issues when necessary.
• Ticket Management: Monitor the incoming ticket queue in the ServiceNow problem management tool. Assign tickets appropriately and ensure timely responses and resolutions.
• Service Level Agreements (SLAs): Ensure adherence to SLA metrics, including assignment time, response time, and resolution time.
• Operational Oversight and Performance: Oversee and individually perform all aspects of support operations, including device troubleshooting, setup, and configuration.
• Coordination: Coordinate with VA staff to manage phone number activations, suspensions, terminations, and feature add-ons.
• Deliverables: Timely create and submit contract deliverables on a daily, weekly, monthly, yearly, and as-needed basis.
• Reporting: Provide regular updates and reports on support metrics, ticket statuses, and team performance.
• Personnel Management:  Lead goal setting, conduct performance evaluations, and oversee professional development for assigned staff.

Required Skills and Experience:

• Bachelor's with 5 - 8 years (or commensurate experience)
• 5-year minimum MDM support, or customer service experience
• Proven experience in managing a support team, preferably for wireless devices or in an IT environment.
• Strong background in using ServiceNow or similar problem management tools for ticketing and issue tracking.
• Demonstrated experience in meeting and exceeding service level agreements.
• Project Management/Project Leadership experience.
• Excellent written and verbal communication skills.
• Strong leadership and people management skills.
• Ability to handle multiple priorities and work effectively under pressure.

Preferred Skills and Experience

• Project Management certification

Clearance Required: The ability to obtain and maintain a Public Trust Clearnace.

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.