service desk manager

Mission Pet Health

<div>About This Location:
<div>Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine&mdash;from Finance and HR to IT and Marketing&mdash;so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families.<br>
<br>
We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values:<br>
<br>
<b>W</b>ork Together, <b>A</b>maze, and <b>G</b>row. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024.<br>
<br>
<b>What&rsquo;s in it for you at our Home Office?</b><br>
When you join our team, you&rsquo;re not just starting a job; you&rsquo;re building a career with a tangible, lasting impact. You can expect:</div><ul><li>
Unparalleled opportunities for personal and professional development.</li><li>
Industry-leading benefits in a culture where your well-being comes first.</li><li>
The chance to apply your expertise to support the future of veterinary care on a national scale.</li></ul><div>
We&rsquo;re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we&rsquo;d love for you to be a part of it!</div>
Overview:
<div>
The Service Desk Manager leads the team responsible for delivering exceptional technology support and user experience across Mission Pet Health. Overseeing both Tier 1 and Tier 2 service desk operations, this role ensures consistent, high-quality support for all employees, clinics, and business units.</div><div></div><div><br>
This leader will drive operational excellence, manage day-to-day service delivery, and implement scalable processes that enable efficient, proactive support. The Service Desk Manager will also play a key role in IT strategy &mdash; aligning service delivery, tools, and user experience with organizational goals.</div>
Responsibilities / Qualifications:
<p><b>
Key Responsibilities</b></p><p><b>
Leadership &amp; Team Management</b></p><ul><li>
Lead, coach, and develop the Tier 1 and Tier 2 User Services teams.</li><li>
Define team structure, roles, and career paths to support a 7-day operational model.</li><li>
Foster a culture of accountability, empathy, and continuous improvement.</li><li>
Partner with HR and IT leadership to attract and retain top technical talent.</li></ul><p><b>
Operational Excellence</b></p><ul><li>
Oversee all user support operations, including ticket management, escalations, and service level compliance.</li><li>
Own the major incident management process, serving as the primary coordinator for response, communication, and resolution of high-impact outages or service disruptions.</li><li>
Ensure clear communication, rapid mobilization, and structured post-incident reviews for continuous improvement.</li><li>
Establish and monitor KPIs such as response time, resolution rate, customer satisfaction, and SLA performance.</li><li>
Standardize procedures for incident, request, and problem management.</li><li>
Manage shift coverage, on-call rotations, and resource allocation to ensure service continuity.</li></ul><p><b>
User Experience &amp; Communication</b></p><ul><li>
Champion a &ldquo;user-first&rdquo; support philosophy that emphasizes proactive engagement and clear communication.</li><li>
Serve as the senior escalation point for high-impact incidents and executive-level support.</li><li>
Communicate service updates, known issues, and improvement initiatives to the organization.</li></ul><p><b>
Process &amp; Continuous Improvement</b></p><ul><li>
Drive automation and self-service initiatives to reduce ticket volume and increase efficiency.</li><li>
Collaborate with Infrastructure, Applications, and Security teams to streamline cross-functional support.</li><li>
Implement feedback loops to continuously refine user experience and support processes.</li><li>
Regularly report performance metrics and insights to IT and business leadership.</li></ul><p><b>
Technology &amp; Governance</b></p><ul><li>
Administer and optimize ITSM platforms (e.g., Freshservice, ServiceNow).</li><li>
Maintain an accurate and up-to-date knowledge base and service catalog.</li><li>
Support the implementation of ITIL-based processes and frameworks for service delivery.</li><li>
Ensure compliance with organizational policies, security standards, and audit requirements.</li></ul><p><b>
Qualifications</b></p><p><b>
Required:</b></p><ul><li>
7+ years of experience in IT support or service delivery, including at least 3 years in a leadership role.</li><li>
Strong understanding of end-user computing environments (Windows, macOS, Office 365, Google Workspace, MDM, etc.).</li><li>
Proven experience managing multi-tier service desk operations.</li><li>
Excellent leadership, communication, and analytical skills.</li><li>
Demonstrated ability to implement ITSM tools, SLAs, and process improvements.</li></ul><p><b>
Preferred:</b></p><ul><li>
ITIL Foundation certification or equivalent.</li><li>
Experience managing support for distributed or multi-location organizations.</li><li>
Background in healthcare, veterinary, or 24/7 service operations.</li></ul><p><b>
Key Metrics</b></p><ul><li>
SLA attainment and response time</li><li>
Ticket backlog reduction and first contact resolution rate</li><li>
End-user satisfaction (CSAT/NPS)</li><li>
Staff development, retention, and engagement</li></ul><br>
<div></div>
Benefits:
<div><b>Benefits</b></div><div><i>
Work with an organization recognized as #2 in Healthcare by Newsweek&rsquo;s Most Loved Workplaces in 2025.</i></div><div><ul><li>
Online discount platform</li><li>
Collaborative team of people who live out our WAG values (work together, amaze, grow)</li><li>
Competitive salary</li><li>
Health, dental + vision insurance</li><li>
Maternity+Paternity Benefits</li><li>
401K with a company match</li><li>
Life insurance, short-term disability, and telemedicine</li><li>
Upward mobility and growth opportunities</li><li>
Generous paid time off and company-wide holidays</li><li>
Discounted veterinary care for your four-legged family members</li><li>
An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide</li></ul></div></div>

Service Desk Manager

Diversified

<b>About Diversified:</b><br>
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
<br><br>
<b>What to Expect:</b><br>
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
<br>As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
<br>IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.
<br><br>
<b>Job Summary:</b><br>
A dedicated service desk manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. Perform technical tasks, such as troubleshooting technical issues, and may perform administrative task, such as managing team performance and checking the quality of inventory, include managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service desk team.
<br><br>
<b>Job Responsibilities:</b><br>
<ul>
<li>Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service</li>
<li>Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary</li>
<li>Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews</li>
<li>Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery</li>
<li>Developing a deep understanding of projects to gain insights into the scope of service delivery.</li>
<li>Taking accountability for service delivery performance, meeting customer expectations, and driving future demand</li>
<li>Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization</li>
<li>Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades</li>
<li>Providing accurate and regular reports to the management on performance of the service delivery</li>
<li>Leading personnel management, including staff recruitment, performance assessment, training, and mentoring</li>
<li>Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.</li>
</ul>
<b>Education/Certifications:</b> Any Bachelor’s Degree12 + years of experience in Service Delivery with people management, technical, administrative, or logistic concentration.
<br><br>
<b>Required/Desired Knowledge, Experience and Skills:</b><br>
<ul>
<li>Proficiency in leading both physical and virtual teams</li>
<li>Experience in dealing with third party-provided services.</li>
<li>Operational ability in a diverse, large-scale environment</li>
<li>Exceptional customer-facing skills</li>
<li>In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.</li>
<li>Fundamentals of ITIL (Information Technology Infrastructure Library) principles</li>
<li>Expertise in people management and leadership</li>
<li>Strong organizational skills</li>
<li>Capacity to train and guide junior team members</li>
<li>Ability to manage and prioritize tasks efficiently</li>
<li>Solid resource planning and problem-solving skills</li>
</ul>
<b>Work Type Classification:</b> Work from office
<br><b>Shift:</b> Rotational Shift
<br><b>Location:</b> Bangalore
<br><br>
<ul>
<li>Readiness to demonstrate a proactive attitude</li>
<li>Excellent verbal and written communication skills</li>
</ul>
<b>What We Offer:</b><br>
Along with competitive compensation, you will be eligible for the following benefits:
<br><ul>
<li>Multiple medical plan for self and family</li>
<li>Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)</li>
<li>Paid Time Off and Paid Holidays</li>
<li>Commuter & Shift Benefits (US / APAC shifts)</li>
</ul>
To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at careers@onediversified.com.
<br><br>
Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.
<br><br>
We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.
<br><br>
We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.

Service Desk Manager-Bengaluru,India

NTT DATA

<div><b>Req ID:</b> 338750
<br>
<br>
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.<br>
<br>
We are currently seeking a Service Desk Senior Manager to join our team in Bangalore, Karn&#257;taka (IN-KA), India (IN).<br>
<br>
&quot;General Duties and Responsibilities:<br>
<br>
In these roles, you will be responsible for:<br>
Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional-level team members.<br>
<ul><li>Work is guided by operational and project objectives.</li><li>Sets and communicates clear expectations for work outcomes and manages performance.</li></ul>
First-level leader of nonexempt, exempt and first- level Supervisors.<br>
<ul><li>Provides guidance and recommendations that drive results to improve business processes and client service delivery.</li></ul>
Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and team members.<br>
<ul><li>May lead cross functional projects or processes.</li></ul>
Experienced leadership and team building skills.<br>
<ul><li>Experienced project management skills.</li><li>Moderate knowledge of product lines, technical knowledge.</li><li>Strong client service skills.</li><li>Experienced in developing and leading a team to deliver key business results.</li></ul><br>
Requirements for this role include:<br>
Excellent English written and verbal communication skills.<br>
Exceptional customer service skills.<br>
Great Team player<br>
People Management Skills<br>
Client Management<br>
24/7 rotational shifts and week offs<br>
Work from Office is mandatory<br>
Excellent communication skills, comfortable working with various stakeholders<br>
Advanced knowledge of systems software / hardware, networks and operating systems.<br>
Advanced knowledge of processes and tools utilized for system management, problem reporting, change management and support tools.<br>
Exceptional technical troubleshooting skills.<br>
Exceptional interpersonal and client service skills.<br>
Strong troubleshooting skills, bug-finding, and resolution<br>
Ability to work independently within a diverse global team<br>
IT software and hardware troubleshooting knowledge and skills (Win 10, macOS, iOS, Android, Google Suite and Microsoft Environment)<br>
Knowledge of Field Services, Desktop Engineering, Asset management, MAC would be a winner.&quot;<br>
<br>
<b>About NTT DATA</b><br>
<br>
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&amp;D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com<br>
<br>
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.<br>
<br>
<b>NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. </b><b>This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.</b></div>

Service Desk Senior Manager

Concentrix

<div><div><div><p><b>Customer Service and Support
</b></p></div><div><div><div><b>Location</b></div>
<div>Pune, India</div></div></div><div></div><div><div><br>
</div><p>Job Title:</p>
Operations Manager<p>
Job Description</p>
The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.<p>
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.</p><p>
Role and Key Responsibilities:</p><ul><li><div>
Service Desk Operations:</div><ul><li><div>
Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests.</div></li><li><div>
Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.</div></li><li><div>
Ensure proper escalation procedures are followed for critical issues. Manage service desk ticketing systems and workflows for improved efficiency.</div></li></ul></li><li><div>
Team Management:</div><ul><li><div>
Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.</div></li><li><div>
Set clear goals and performance standards for team members, encouraging continuous improvement.</div></li><li><div>
Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.</div></li><li><div>
Coordinate staff schedules to provide adequate coverage during business hours.</div></li></ul></li><li><div>
Customer Satisfaction:</div><ul><li><div>
Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.</div></li><li><div>
Analyse customer feedback and service reports to identify areas for improvement.</div></li><li><div>
Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.</div></li></ul></li><li><div>
Process Improvement:</div><ul><li><div>
Review and improve service desk processes to align with ITIL or other service management frameworks.</div></li><li><div>
Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.</div></li><li><div>
Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.</div></li><li><div>
Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.</div></li></ul></li><li><div>
Reporting and Analysis:</div><ul><li><div>
Prepare and present regular reports on service desk performance, trends, and areas for improvement.</div></li><li><div>
Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.</div></li><li><div>
Track and analyse support tickets to identify recurring issues and implement preventative solutions.</div></li></ul></li></ul><p>
Key skills &amp; knowledge:</p><ul><li><div>
Bachelor&rsquo;s degree in information technology, Computer Science, or a related field (or equivalent experience).</div></li><li><div>
7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.</div></li><li><div>
Proven experience managing a customer-facing service desk or IT support team.</div></li><li><div>
Strong understanding of IT service management (ITSM) frameworks such as ITIL.</div></li><li><div>
Excellent problem-solving and decision-making abilities.</div></li><li><div>
Strong leadership, communication, and team management skills.</div></li><li><div>
Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).</div></li><li><div>
Ability to work in a fast-paced environment and manage multiple priorities.</div></li><li><div>
Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.</div></li></ul><p>
Preferred Qualifications:</p><ul><li><div>
ITIL Foundation and other relevant certifications.</div></li><li><div>
Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization</div></li><li><div>
Experience with cloud-based solutions, enterprise software, and network management.</div></li><li><div>
Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation.</div></li><li><div>
Experience in change management and continuous improvement initiatives.</div></li></ul><p>
Key Competencies:</p><ul><li><div>
Leadership and team management</div></li><li><div>
Customer-focused mindset</div></li><li><div>
Strong technical knowledge</div></li><li><div>
Analytical and reporting skills</div></li><li><div>
Communication and interpersonal skills</div></li><li><div>
Process improvement and change management</div></li></ul><p>
Educational Qualification : Graduate</p><p>
Disclaimer:-</p><p>
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'</p><p>
Location:</p>
IND Pune - Amar Tech Centre S No.30/4A 1<p>
Language Requirements:</p><p>
Time Type:</p><p><b>
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div></div></div><div></div>

Operations Manager

Akima

<div>Company Overview:
<p></p><p><b>
Work Where it Matters</b></p><p></p><p><br>
Akima Systems Engineering (ASE), an Akima company, is not just another federal systems support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.</p><p></p><p><br>
At ASE, the work you do every day makes a difference in the lives of our 15,000 I&ntilde;upiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.</p><p></p><p><b><br>
For our shareholders, </b>ASE provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.</p><p></p><p><b><br>
For our government customers, </b>ASE delivers solutions in maritime IT, systems engineering, and integration across the Department of Defense and stands ready to help improve operational performance at a reasonable and sustainable cost.</p><p></p><p><b><br>
As an ASE employee,</b> you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.</p>
Description:
<p>
Akima Systems Engineering is looking for a Service Desk Administrator to work on Shaw Air Force Base, SC. Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. The place of performance for this role is on-site at USARCENT G6 on Shaw Air Force Base in Sumter, SC.</p><p></p><p><br>
This is a full-time on-site position. No remote or hybrid work schedule available. To join our team of outstanding professionals, apply today!</p>
Responsibilities:
<ul><li>Serve as the primary point of contact with the Government and COR for all contractual actions, communications, and task order management.</li><li>
Oversee overall performance of the contract, ensuring successful execution of all task order requirements.</li><li>
Manage all contract personnel, including administration, life support, conduct, and discipline.</li><li>
Provide oversight and direction for daily USARCENT G6 operations, including network administration, systems administration, Video Teleconferencing (VTC) operations, and service desk support.</li><li>
Demonstrate a deep understanding of USARCENT mission needs to provide informed technical and managerial guidance addressing all contractual requirements.</li><li>
Maintain proactive and transparent communication with Government stakeholders to meet and exceed customer satisfaction standards.</li><li>
Possess and apply extensive IT expertise, including Information Assurance Vulnerability Management (IAVM), Information Systems, Cybersecurity, Network Access Controls, and System Administration.</li><li>
Provide backup cybersecurity support to G6 ISD personnel when required, performing network scans, monitoring, and compliance testing of servers, routers, and switches.</li><li>
Develop and implement risk-reduction strategies and innovative approaches that strengthen cybersecurity posture and operational resilience.</li><li>
Act as a technical resource and advisor to the Government in addressing and fulfilling mission and contractual requirements.</li><li>
Stay informed on emerging technologies and best practices to ensure alignment with evolving DoD and USARCENT standards.</li><li>
Remain available by phone for COR contact as needed to address mission or operational requirements.</li><li>
Prepare and submit monthly performance reports and deliverables, including updates on software, hardware, network infrastructure, and service desk metrics.</li><li>
The Program Manager shall be pro-active in developing and implementing Government approved strategies that significantly reduce network/system risk.</li></ul>
Qualifications:
<ul><li>Minimum five (5) years of experience as a program manager.</li><li>
At a minimum hold ONE of these listed professional certifications OR bachelor's degree: Project +, PMP, Lean Six Sigma, Certified Scrum Master, Professional Scrum Master, ITIL v4, OR a Bachelor of Science (BS) degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science.</li><li>
Extensive knowledge in areas of Information Technology including Information Assurance Vulnerability Management, Cybersecurity, Network Access Controls, and System Administration.</li><li>
The Program Manager shall be pro-active in developing and implementing Government approved strategies.</li><li>
Active Top Secret Clearance.</li></ul>
Job ID: 2025-19813 Work Type: On-Site</div>

Program Manager (Active Top Secret Clearance with SCI Eligibility required)

<div>Company Overview:
<p></p><p><b>
Work Where it Matters</b></p><p></p><p><br>
Akima Systems Engineering (ASE), an Akima company, is not just another federal systems support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.</p><p></p><p><br>
At ASE, the work you do every day makes a difference in the lives of our 15,000 I&ntilde;upiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.</p><p></p><p><b><br>
For our shareholders, </b>ASE provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.</p><p></p><p><b><br>
For our government customers, </b>ASE delivers solutions in maritime IT, systems engineering, and integration across the Department of Defense and stands ready to help improve operational performance at a reasonable and sustainable cost.</p><p></p><p><b><br>
As an ASE employee, </b>you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.</p>
Description:
<p>
Akima Systems Engineering is looking for a Service Desk Administrator to work on Shaw Air Force Base, SC. Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. The place of performance for this role is on-site at USARCENT G6 on Shaw Air Force Base in Sumter, SC.</p><p></p><p><br>
This is a full-time on-site position. No remote or hybrid work schedule available. To join our team of outstanding professionals, apply today!</p>
Responsibilities:
<ul><li>Provide 24/7/365 on-site service desk support within Patton Hall to ensure continuous user assistance and incident response.</li><li>
Establish and maintain a service management system for incident resolution and trend analysis using the Army Enterprise Service Management Platform (AESMP) and other Army-mandated systems of record.</li><li>
Receive, document, and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle.</li><li>
Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.</li><li>
Prepare and deliver trend analysis and resolution time reports to USARCENT G-6 leadership and the Contracting Officer&rsquo;s Representative (COR) in accordance with technical exhibit requirements.</li><li>
Provide initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier.</li><li>
Deliver multi-tiered user support as follows:<ul><li>
Tier 1: Provide end-user assistance via phone or remote desktop access.</li><li>
Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible.</li><li>
Tier 3: Escalate complex issues to system or network engineers through the ticketing system.</li></ul></li><li>
Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.</li><li>
Remediate or escalate issues in accordance with defined service level timelines and technical exhibit guidance.</li><li>
Develop and manage a customer feedback system (card or web-based) to capture satisfaction data and report results to USARCENT G-6 leadership and the COR per contract deliverables.</li><li>
Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority.</li><li>
Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.</li><li>
Activate and configure network connections (router ports and VLANs) for LAN drops; maintain and update standard system images for all approved government desktop/laptop models.</li><li>
Provide technical and managerial support for Defense Enterprise Provisioning Online (DEPO) enterprise email (NIPRNET/SIPRNET) accounts; serve as DEPO General Manager (GM) or Entitlement Manager (EM) for the USARCENT G-6 Shaw Service Desk.</li><li>
Follow USARCENT SOPs for network access procedures for incoming personnel, verifying training completion in ATCTS and ensuring all SAAR forms are properly signed and approved before account creation in Active Directory.</li></ul>
Qualifications:
<ul><li>Minimum 1 year of experience of Service Desk Operations and IAW DoD 8570.01-M, DoDD 8140, or the latest authoritative policy.</li><li>
Required CompTIA A+ Certification (Preferred CompTIA Security +, DoD 8570 IAT Level II baseline certification).</li><li>
Active Secret Clearance.</li></ul>
Job ID: 2025-19811 Work Type: On-Site</div>

Service Desk Administrator (Active Secret Clearance required)

<div><p><b>About GAC</b></p><p><b>
Our corporate DNA</b></p><p><b>
World-class shipping, logistics, and marine services built on quality, safety, and sustainability with the human touch. GAC delivers flexible integrated portfolios to customers globally, emphasizing a long-term approach, sustainability, innovation, and ethics.</b></p><p><b>
7500 + Employees around the world / 300 +Strategically located offices / 50 +Countries.</b></p><p></p><p><b>
About Job</b></p><p>
The main purpose of the IT Service Desk administrator is to provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs. The IT Service Desk will provide 24x7x365 first-line support via all modern communication channels and offer remote support when required. Therefore, the Service Desk administrator must be flexible and available to work shifts during the day or night.</p><p>
The job exists for an individual who will adopt ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests and, where required, will use their excellent knowledge of GAC stakeholders and third-party suppliers to find solutions to Incidents and requests.</p><p>
The job contributes to the smooth functioning of business operations and will demonstrate excellent knowledge of GAC&rsquo;s IT systems, Infrastructure, and service catalog.
<br>
Additionally, this role supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of end-user digital experience. The administrator will also play a key role in maintaining endpoint security compliance, promoting user awareness, and collaborating with cybersecurity and infrastructure teams to strengthen the organization&rsquo;s IT resilience.</p><p><i>
 </i><b><i>This Position required to work on roster basis</i></b></p><p></p><p><b>
Key Responsibilities</b></p><p>
Provide L1 &amp; L2 support for Microsoft 365, which includes E-mail, OneDrive, SharePoint, MS Teams, including Teams Voice, Intune device management, and security compliance monitoring.</p><p>
GAC Business Application administration and support.</p><p>
Responsible for GAC Service Desk Support (ServiceNow).</p><p>
Desktop and Applications support.</p><p>
Administer GAC Monitoring systems.</p><p>
Daily monitoring of Anti-virus status, Device Management, and Group IT Servers hosted on-prem and Cloud.</p><p>
Monthly Patching of servers and endpoints.</p><p>
Vendor Management (Suppliers/Consultants).</p><p>
IT Service Desk Procedures &amp; Guidelines.</p><p>
Responsible for Inventory Management.</p><p><b><br>
Requirements</b></p><ul><li><p>
Degree in IT or Secondary education with relevant technical qualifications.</p></li><li><p>
ITIL, Microsoft 365, Azure Administrator, and Certification in networking, Intune, Endpoint Manager, or ServiceNow certification would be an added advantage.</p></li><li><p>
Experience in ITSM platforms (ServiceNow, JIRA), automation tools, and cybersecurity awareness. Familiarity with cloud security, MFA, and zero-trust concepts.</p></li><li><p>
Minimum of 4 years&rsquo; experience in IT support within enterprise or hybrid cloud environments or in an IT administration function.</p></li><li><p>
Ability to work well under pressure with good problem-solving skills in a collaborative, team environment.</p></li><li><p>
Experience in Microsoft Device management solutions would be an advantage.</p></li><li><p>
Excellent command of the English language.</p></li><li><p>
Strong self-led, work prioritization, and strong analytical skills.</p></li><li><p>
Team-player.</p></li><li><p>
Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.</p></li><li><p>
Knowledge of service desk ticketing system &ndash; exposure to Jira on-prem would be an added advantage.</p></li></ul></div>

IT Service Desk Administrator

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