IT Service Manager with Security Clearance

Who are we? Independent Software is a consulting, product, and solutions firm dedicated to the practical application of software and system engineering technologies to solve complex problems. We bring together world class engineers with proven engineering best practices, domain expertise, commercial technologies, and proven agile management approaches to create high value solutions aimed at helping our customers meet their most critical business and mission objectives. Why Independent Software? We are focused on continual learning and evolution. We don''t do things because ''that''s the way we''ve always done things''; we listen to our employees and adapt to the changing marketplace. We look at the big picture and encourage our engineers to get training and certifications in emerging technologies that will help shape our customer''s mission. We''ve been profitable year after year. We''re always on the lookout for great engineers to join the team and we recognize that our employees are the heart and soul of what we do. We focus on recruiting talented people, treating them right, and then allowing them to do what they do best. No red tape. No micromanagement. Smart people want to work with smart people, and we love people who are passionate about what they do and finding ways to do it better. What you will be doing! Diverse Concepts (a subsidiary of Independent Software) has a great opportunity for an IT Service Desk Manager to oversee all service desk functions and staff. The service desk manager ensures end-users are receiving appropriate assistance with the highest level of service, measures service statistics, identifies and implements best practices and efficiencies, trains and develops staff, manages, and tracks IT assets and maintains accurate policies and procedures. A Public Trust is preferred. This is not a remote position. * Ensure Service Level Agreements (SLAs) are in place and monitored on a regular basis to improve the end-user experience * Develop and manage policies and procedures that outline how problems are identified, documented, assigned, and corrected * Analyze performance of service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems * Manage incoming calls to the service desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues * Act as an escalation point for requests and incidents * Track and analyze trends in service desk requests and generate statistical reports * Oversee development and communication of help sheets, usage guides, and FAQs for end users * Oversee service desk technology deployment, installation, configuration tasks activities * Identify inefficiencies in service desk processes and procedures to further improve operations and monitor these inefficiencies to ensure methodologies and procedures are in place and followed * Provide direct supervision of all service desk technicians to ensure quality of work and service * Provide training, coaching, counseling, and mentoring to service desk technicians to improve effectiveness * Ensure that team members reach established goals and are knowledgeable and cross-trained in responsibilities of the team * Coordinate with IT team members on projects including mass equipment deployment, software releases, etc. * Maintain inventories for all workstations, laptops, tablets, printers, and other IT related equipment * Establish and enforce policies and procedures in line with security and strategic objectives * Manage mobile support fleet of vehicles and ensure that customer visits and routes are developed to maximize fuel efficiency in heavy traffic environments Specific knowledge, skills, and abilities required for this position: * Desktop patching and Reporting (Connectwise Automate) * 3rd Party Product Deployment, Maintenance, and Testing (HPE Aruba VPN) * PC Imaging and Deployment * Virtual Desktop Support (Connectwise Automate and BeyondTrust Bomgar) * Help Desk Ticketing System (Connectwise Service Board) * Active Directory Administration (Microsoft Azure) * Microsoft Edge/Firefox/Chrome Browser Security Hardening * Windows 10/11 Desktop OS Support * Windows Server 2012/2016/2019 Support (integration with cloud environments) * Microsoft Exchange (understanding of O365 Exchange Admin Center) * Strong understanding of networking (DNS, DHCP, TCP/IP, etc.) * Microsoft Office applications * Exceptional customer service orientation, professional telephone etiquette along with strong interpersonal skill providing strong troubleshooting, problem-solving and analytical abilities * Demonstrated passion for excellence and impeccability while interacting with Staff Members and Senior Leadership, and delivering solutions to meet their needs * Ability to work flexible schedule as well as some after hours and Saturday remote work will be required * Experience working in a team-oriented, collaborative environment Desired Certifications: * Microsoft MCP, MCSE, Azure Certification ( highly desired ) * CompTIA A+, NET+ or Security+ Certification Education and Experience: Minimum of three to five years of experience in a technical role providing remote support in a technical service desk and operations environment, with a track record of achieving productivity goals. Experienced with providing remote technical support for medium to large technical environments is required. Preferred candidates will possess a bachelor''s degree in an engineering science and possess a minimum of three to five years managing an IT Service Desk / IT Call Center. Previous experience with virtual desktop deployment and support is a must. Additional Requirement: This position requires driving a company vehicle and the candidate must have a valid driver''s license, a clean driving record and approved by our insurance carrier. Top Reasons to Work at Independent Software: * Great people deserve even better benefits, from comprehensive healthcare coverage and generous leave time to discounts with all our vendors. * You are not just a job title. That''s why we tip the work-life balance scale in your favor. It''s not about being billable, it''s about being valuable. * Whether you''re working on-site or in our offices, your role at Independent Software is just as critical to our success as your coworker''s. * We''re constantly researching and implementing the latest technology, so you''ve always got the right tools at your disposal. * As we''ve grown, we''ve retained that small company feel. When we say we have an open-door policy, we actually mean it. * Independent Software is comprised of wonderfully generous folks. We believe in supporting the causes our employees care about. Bring us an opportunity to help and we''ll listen. * Teamwork got us where we are today. Our collaborative environment allows you to maximize your true potential. * The work we do is exciting, critical stuff. No matter your role at Independent Software, you''re helping us keep the nation safe and secure. * We have a history of great achievement, and, with each year, our company gets even bigger and better. As we grow, so does the opportunity for our employees. * We host a variety of fun employee and family events throughout the year to say thanks for all that you do to make Independent Software a technology leader as well as a phenomenal place to work. Benefits: * Competitive salary * 100% company paid BC / BS insurance premiums for family health, dental, and vision insurance plans * 401(k) retirement plan with company paid match of gross salary * Paid Time Off and Holiday package * Paid training! We encourage all employees to seek out training opportunities like conferences, certification courses and seminars. * We truly believe the right work-life balance can exist, and it''s here at Independent Software. Our work is extremely important, but your job is just a part of who you are. When you enjoy your life outside of our walls, you''re at your best the next time you walk through our doors. We do all we can to assure that happens every day. Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

Created: 2025-11-15