Service Desk Manager- JOMIS (Remote)

Ellumen
$90,000.00 - $110,000.00 / yr
sick time, 401(k)
United States, Maryland, Silver Spring
8403 Colesville Road (Show on map)
Jan 23, 2025
Service Desk Manager- JOMIS (Remote) *Must be US Citizen with ability to obtain federal clearance (active clearance is desired)* Ellumen is a leading IT services provider, delivering high-quality solutions to federal agencies and commercial clients. Our commitment to excellence has earned us recognition as a top workplace, and we continue to grow as we support the critical missions of our clients. We are seeking a Service Desk Manager, to support the crucial Joint Operational Medicine Information Systems (JOMIS) healthcare delivery applications. Role Overview: The Service Desk Manager will lead and oversee the ongoing operationalization and continuous improvement of a multi-tiered service desk. This includes: Managing the integration and onboarding of new applications into the support infrastructure, Ensuring smooth collaboration across support tiers, and Utilizing system monitoring tools to enhance service delivery. Managing Service Desk Agents to work across 3 shifts, covering a 24/7 operation Investigation and integration of new technologies This role demands a proactive leader adept at delivering excellent customer support, maintaining operational efficiency, and driving innovation within the service desk environment. About the Client and JOMIS: The Service Desk Manager will work closely with the Joint Operational Medicine Information Systems (JOMIS) Program Management Office (PMO), a critical initiative within the Department of Defense. JOMIS is tasked with delivering modernized healthcare solutions to enhance medical support for military personnel. These solutions, such as the Medical Common Operating Picture (MedCOP), support medical command and control, situational awareness, and decision-making for both deployed and home station operations. JOMIS products are deployed globally, including in Disconnected, Intermittent, and Limited (DIL) connectivity environments. The service desk is pivotal in ensuring these products operate seamlessly, providing consistent and high-quality support to military and civilian users worldwide. This role is essential to the mission of improving healthcare delivery and ensuring system reliability for mission-critical applications. Key Responsibilities: Service Desk Operations: Implement and manage a comprehensive service desk supporting Tier 0 to Tier 3 operations. Ensure 24/7/365 service desk availability and compliance with defined SLAs. Develop, manage, and maintain a robust service catalog and knowledge base to empower Tier 0 self-service capabilities. Oversee and optimize workflows for request intake, incident prioritization, and escalation across all support tiers. Monitor service desk performance using metrics and analytics, identifying areas for improvement. Application Onboarding and Integration: Collaborate with development teams and stakeholders to evaluate new applications for service desk integration. Define processes for seamless onboarding, including configuration of support workflows, ticketing systems, and catalog items. Facilitate training and resource development to prepare service desk staff for new application support. Develop and implement communication plans to ensure end-users and stakeholders are informed during transitions. System Monitoring and Collaboration: Leverage system monitoring tools (e.g., Splunk, OpenSearch) to proactively identify and address service issues. Integrate monitoring solutions with the service desk to enhance issue detection and resolution capabilities. Partner with system monitoring teams to define and refine alerting protocols and incident response workflows. Leadership and Team Development: Lead, mentor, and manage a team of service desk professionals, fostering a culture of excellence and accountability. Establish training programs to ensure staff proficiency in tools, processes, and customer service. Coordinate with cross-functional teams, including IT, development, and monitoring teams, to align service desk activities with organizational goals. Continuous Improvement: Drive continuous improvement initiatives, using feedback from users, staff, and performance metrics. Implement AI-assisted tools and automation to enhance efficiency and user experience. Conduct regular health checks of service desk operations, including 30/60/90-day performance reviews. Please note that the duties listed above are not exhaustive, and the successful candidate may be required to perform additional tasks as needed Qualifications: Required: Bachelor's degree in IT, Computer Science, Business Administration, or related field. 5+ years of experience in service desk management or a similar IT support leadership role. Proven expertise in IT Service Management (ITSM) tools, such as Jira Service Management and Confluence. Strong understanding of multi-tiered service desk structures and SLAs. Experience in onboarding and supporting new applications within a service desk environment. Familiarity with system monitoring tools and integration strategies. Exceptional leadership, communication, and interpersonal skills. Preferred: ITIL certification or similar ITSM qualification. Experience in DoD or healthcare IT environments. Knowledge of AI-driven service desk enhancements and automation tools. Familiarity with managing services in Disconnected, Intermittent, and Limited (DIL) connectivity environments. In addition to being an equal opportunity employer, we also offer comprehensive healthcare benefits, matching 401k, paid vacation and sick leave, and paid federal