IT Service Desk Manager (Senior Lead) full_time

ARKA Group is an advanced technologies company serving the U.S. military, intelligence community, commercial space industry and delivering next-generation solutions to support the national security space domain. ARKA has a 60-year legacy reaching back to the very beginnings of our country’s space endeavors. We’re a legacy of mission excellence built on ground-breaking companies. Join the ARKA mission and discover your next career opportunity now!

Position Overview:

In this position, you will be responsible for managing a talented IT Service Desk team across the ARKA organization.  You will utilize your expertise to implement best-in-class solutions, focusing on a service-oriented end user experience, while supporting all areas and levels of the organization to deliver technical solutions.  In this role, you will analyze productivity and determine efficiencies for both the team and end user community, while ensuring business objectives are achieved.  This position is critical for achieving user satisfaction with a variety of systems and applications.  

Responsibilities: 

• Leadership and direction of the Service Desk team as it relates to day-to-day operations, while identifying and providing a long-term vision related to Service Desk execution related to department and business initiatives.
• Management and prioritization of a substantial and diverse workload with ever-changing priorities.
• Motivate, mentor and train team members with varying levels of expertise, while identifying areas of individual growth and development.
• Establish and maintain effective cross-functional relationships at all levels throughout the organization.
• Ensure timely and efficient IT support is provided throughout the organization through chat, phone, email, in-person and Jira ticketing system.
• Monitor the performance of and establish KPI’s for the company’s desktop infrastructure and make suggestions for improving efficiency.
• Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) and DUO Multifactor authentication.
• Ensure the rollout of Service Desk technical updates or processes to the end-user is well communicated and with advance notice.
• Provide hands-on escalated support and jump in to assist team as required.
• Ownership of the setup, installation, configuration, upgrading and testing of desktops, laptops, and notebooks, printers, and mobile devices to ensure optimal performance.
• Installation, configuration, and deployment of software applications on the network and individual systems while evaluating applications and software patches for desktop applications ensure optimized performance of desktop issues
• May occasionally necessitate off-hours support to coordinate problem resolution and maintain continuous operation

Education Requirements: 

• Bachelor’s degree in Information Technology or related subject or equivalent experience.

Experience Required: 

• 8+ years’ of related end-user support experience, with 0-3 years of direct team management.
• Proven experience in leading, motivating, coaching and training others.
• Strong prioritization and organization skills with the ability to manage multiple projects concurrently while maintaining a high degree of flexibility.
• Ability to deliver technical expertise and professionalism in this customer-oriented role
• Ability to communicate and present clear, concise objectives to all levels of the organization while identifying and sharing risks and opportunities.
• Demonstrated expertise in computer systems and network applications with various operating systems and solutions.
• Experience with Windows or Linux
• Experience supporting Microsoft O365 environments and managing active directory and exchange
• Excellent communication and documentation skills
• Ability to work independently with minimal oversight
• Microsoft Windows Server experience
• Networking experience highly desired
• Strong problem-solving skills
• Technical certifications a plus (Network+, Sec+, MCSA)

EHS/Environmental Requirements: 

This job operates in a professional office environment.  While performing the duties of this job, the employee routinely is required to use hands to keyboard, communicate, listen to and interpret instructions and remain stationary for extended periods of the time.  This would require the ability to move around the campus and occasionally move/lift items weighing up to 25 lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Applicants are invited to apply for a reasonable accommodation to perform the essential duties of the job.  To apply, send a request to staffing@arka.org or contact 203-797-5000 and press 2 for Human Resources. 

Collaborating with world class experts, you will have the opportunity to develop innovative solutions in fulfillment of our customers’ requirements.  We believe in our mission, and we believe in supporting our employees.  We offer policies and programs that provide opportunities for continual learning, career growth and work/life balance along with a full suite of health and welfare benefits. 

Employment with Danbury Mission Technologies is contingent upon satisfactory completion of several pre-employment requirements to include a credit check, background check and drug screen.

Due to contract requirements, US citizenship is required.  Additionally, if you are a dual citizen (a citizen of the US and another country), the Company must obtain approval for you to have access to the information required for this position.  You will not be able to begin employment until such approval is obtained and this may take several months.

Position requires the ability to obtain and maintain a US Government Security Clearance.  For your information, here is the form the government requires to begin the process of obtaining a clearance:  https://www.opm.gov/forms/pdf_fill/sf86.pdf

No visa sponsorship is available for this position.

ARKA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.