OverviewAcuity is anaward-winning consulting firm that provides proven management and technological services to the Federal government. Recognized as one of the Best Places to Work, by the Washington Business Journal for over five years in a row, we are hiring an L1 and L2 Manager to furtherassistand join in our growth.
Responsibilities
- Manage the daily operations of Tier 1 (Help Desk) and Tier 2 (Desktop/System Support) technical teams.
- Oversee incident, request, and problem management processes using platforms like ServiceNow.
- Ensure the technical implementation of service level agreements (SLAs) and mission-critical uptime requirements.
- Mentor and train junior and mid-level technicians on troubleshooting procedures and customer service excellence.
- Maintain the technical documentation for end-user support processes and system configurations.
- Collaborate with security teams to ensure support activities comply with NIST 800-53 and agency security policies.
- Drive service improvements through data analysis of ticket trends and technical performance metrics.
Qualifications
- Bachelors degree in Information Technology, Management, or a related field.
- 8+ years of experience in IT support or systems administration.
- 3+ years of experience in a leadership or supervisory role within a federal IT environment.
- Deep expertise in ITIL framework and service desk operations.
Preferred Certifications
- Federal & Security:CompTIA Security+ (required for DoD 8570 compliance).
- Domain-Specific:ITIL v4 Foundation or Managing Professional.
- Architecture/Management:Microsoft 365 Certified: Modern Desktop Administrator Associate or HDI Support Center Manager.
Technical Skills
- ITSM Tools: ServiceNow, Remedy, or Jira Service Management.
- Technical Support: Windows 10/11, Office 365, Active Directory, Remote Desktop.
- Hardware: Laptops, Mobile Devices, VOIP Systems.
- Reporting: Power BI or Tableau for service desk metrics.
Regulatory & Domain Expertise
- Demonstrated expertise in applying NIST 800-53 controls for access management and user support.
- Technical implementation of federal records management and privacy protocols.
- Experience with the Department of Defense (DoD) or large civilian agency support structures.
Clearance Requirement
- Active security clearance (Secret or Top Secret) or eligibility to obtain one.
