About Us

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a CVE-verified SDVOSB, 8(a), and HUBZone certified performance driven government contracting company that provides a broad spectrum of professional support services and solutions to the U.S government agencies and organizations.

About the Position

TJFACT is seeking a dynamic and well-versed Support Center (Service Desk) Manager to support the Department of Commerce for the Commerce Acquisition for Transformational Technology Services (CATTS) in Washington, DC Metropolitan Area!

PLEASE NOTE THAT DUE TO THE PRESIDENTIAL MANDATE, COVID VACCINATIONS ARE REQUIRED TO FULFILL THIS ROLE.

Required Skills:

It is desirable that the OCIO service desk manager has the following demonstrated experience and/or knowledge:

• Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award.
• Demonstrated experience reengineering or setting up service desks according to industry best practices.
• Demonstrated experience obtaining Government management buyin for improving the service desk by demonstrating greater Return On Investment.
• Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
• Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
• Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
• Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
• Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
• Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
• Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
• Demonstrated experience enhancing the image of the service desk as a front end support group that advances the IT vision and strategy.
• Demonstrated experience managing an incident management system in a performance based environment complying with ITIL V3/V4 standards.

Benefits:

• Medical, Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.