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  • W-2 Open Positions Need to be Filled Immediately. Consultant must be on our company payroll, Corp-to-Corp (C2C) is not allowed.
Candidates encouraged to apply directly using this portal. We do not accept resumes from other company/ third-party recruiters

Job Overview

  • Job ID:

    J36993

  • Specialized Area:

    ServiceNow

  • Job Title:

    Enterprise Service Desk Manager

  • Location:

    washington,DC

  • Duration:

    6 Months

  • Domain Exposure:

    Healthcare, Pharmaceuticals, Manufacturing, Banking & Finance, Utilities/ Energy, Insurance, Retail, Aerospace/ Airlines

  • Work Authorization:

    US Citizen, Green Card, OPT-EAD, CPT, H-1B,
    H4-EAD, L2-EAD, GC-EAD

  • Client:

    To Be Discussed Later

  • Employment Type:

    W-2 (Consultant must be on our company payroll. C2C is not allowed)




Job Description

Job Description:

  •  Enterprise Service Desk Manager to manage and coordinate the handling of incidents, problems, Non-Service Catalog Requests, and Service Catalog Requests for a large-scale, Enterprise Service Desk supporting 800,000 users in support of the US Navy Next Generation Enterprise Networks Re-compete (NGEN-R) program.
  • NGEN-R is the Next Generation contract procurement of information technology (IT) services for the Navy and Marine Corps Intranet (NMCI).
  • As the Enterprise Service Manager, manage the full life cycle of all incidents, problems, and service requests including fulfillment, verification, and closure of incidents across a multi-tiered Service Desk to provide increasing levels of expertise based on the complexity of the issue at hand. Service Tiers include:
  • Tier 0: End user self-service.
  • Tier 1: Basic service support to end-users and IT groups.
  • Tier 2: More complex service support requiring the involvement of SMEs.
  • Tier 3: Onsite support for complex service support requirements.
  • Tier 4: Engineering technology support.

 RESPONSIBILITIES:

  • Serve as the Leidos primary representative to the Government on all Enterprise Service Desk related matters for the NMCI.
  • Develop procedures that support execution of Service Desk activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements.
  • Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
  • Ensure the delivery of on-site base/post/station technical support and incident resolution to all NMCI end user bases.
  • Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the NMCI Incident Management System for all incidents assigned by the Service Desk.
  • Establish functional lines of support, communication, and authority between NGEN-R program leadership, Leidos, and Navy Enterprise Network (NEN) customers.
  • Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics.
  • Establish KPI metrics, repor and goals that are aligned with the long-term strategic direction of the DON ensuring customer service and productivity levels are achieved. 

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Equal Opportunity Employer

DIGITAL TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. DIGITAL TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will DIGITAL TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract