Job DescriptionWe are seeking an experienced and highly motivated Deskside Support and IT Asset Manager to oversee and manage the IT endpoint troubleshooting and asset management functions supporting a federal civilian government client. This role combines leadership, technical expertise, and operational oversight to ensure seamless delivery of exceptional IT service desk support and efficient management of the organization's IT assets.
The ideal candidate will have solid experience in deskside operations, IT asset management, and ServiceNow platform utilization. They will be responsible for managing a team of approximately 30 geographically dispersed IT professionals while ensuring adherence to ITIL v4 standards and supporting overall organizational IT service goals.
Key Responsibilities: Deskside Support Operations
- Manage the daily operations of deskside support, providing Tier 1, Tier 2, and Tier 3 IT support across various locations.
- Establish and enforce service level agreements (SLAs) to ensure timely and effective resolution of tickets logged within ServiceNow.
- Oversee the prioritization and assignment of tickets to ensure efficient handling of requests and incidents.
- Develop and implement standardized processes, tools, and best practices in line with ITIL v4 principles to continuously improve deskside performance.
- Ensure customer satisfaction by measuring and reporting on key performance indicators (KPIs), including ticket resolution times, end-user feedback, and resolution rates.
- Proactively identify trends, root causes of recurring incidents, and systemic issues, developing action plans to resolve process inefficiencies.
IT Asset Management (ITAM)
- Lead the end-to-end management of the IT asset lifecycle, including inventory management, deployment, tracking, and decommissioning.
- Maintain the IT asset inventory using ServiceNow, ensuring data accuracy and completeness.
- Collaborate with procurement teams to establish cost-effective asset acquisition practices and adhere to budgeting goals.
- Develop and enforce policies and procedures related to asset tracking, usage, and disposal.
- Ensure compliance with PBGC policies, contractual obligations, and regulatory requirements regarding IT asset management and lifecycle processes.
Team Leadership and Development - Provide hands-on leadership to a team of approximately 30 deskside and asset management professionals located across multiple sites.
- Establish team performance goals and conduct regular reviews to ensure accountability and growth.
- Mentor, coach, and train team members to enhance their skills, certifications, and career development.
- Foster a culture of collaboration, excellence, and continuous improvement within the team.
Collaboration and Stakeholder Management
- Serve as the primary liaison between the PBGC IT team, business units, and deskside staff to ensure alignment of priorities and expectations.
- Partner with other IT functional teams on cross-departmental initiatives, such as system implementations, upgrades, and process improvements.
- Communicate effectively with PBGC leadership and stakeholders to provide operational updates, status reports, and issue resolutions.
QualificationsQualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field with 18 years' experience; experience may be considered in lieu of a degree
- ITIL v4 Foundation and Intermediate certification required.
- Minimum of 10 years of experience in IT service management, deskside operations, and IT asset management.
- Experience managing teams of 20+ individuals across geographically dispersed locations.
- Strong proficiency in ServiceNow for incident, service request, and asset management functionalities.
Skills and Competencies:
- Proven leadership and team-building skills, with the ability to inspire, motivate, and guide team members.
- Exceptional communication (written and verbal) and interpersonal skills for stakeholder interaction and issue resolution.
- Strong analytical, organizational, and problem-solving capabilities.
- Experience managing budgets and monitoring performance against cost objectives.
- High attention to detail and ability to manage multiple priorities effectively.
Preferred Qualifications:
- HDI Support Center Manager (HDI-SCM) certification or equivalent preferred.
- Experience supporting federal government agencies or similar environments
- Demonstrated ability to design and implement ITIL-based service improvement initiatives.
Job Type & Work Environment:
- Full-time, position based in Washington, DC with potential travel to other project locations as needed.
