Job Abstract

As Sr. Service Desk Technician II, you’ll provide top tier customer support to end users in a fast paced and dynamic 24x7x365 environment with the goal to make an impact across the federal government. Our Diplomatic Security Enterprise Operations Support Program Team is responsible for providing technical Service Desk support to the Department of State.

As a Technical and People Leader at MetroStar, you thrive on building and stabilizing two key pillars:

• Team Management – Develop team members while also holding them accountable for their commitments and responsibilities. You are critical to removing roadblocks; leveraging organizational resources to improve capacity, and mentoring and developing team members
• Team Building – Empower your team and ensure that they are fully engaged in their projects and the customer’s mission, positioned to make meaningful contributions, and able to maintain a sustainable pace of high quality delivery

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Provide program support as a Service Desk Supervisor
• Supervise Service Desk Technicians Tier 1 and 2.
• Responsible for the daily operation of the Service Desk team
• Coordinate part-time schedule.
• Prepare executive-level reports that ensure optimal performance and maintain records of service level agreements for customers
• Review daily operations and performance to ensure service levels and operational standards are met.
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.
• Maintain service desk documentation
• Address quality issues and improve performance
• Provide technical assistance via phone, email and additionally in person, as required.
• Provide ad-hoc equipment and software tutorials.

What you’ll need to succeed:

• An active Top-Secret clearance (clearable up to Top-Secret/SCI).
• Ability to commute to Rosslyn, VA.
• Use ServiceNow to manage and monitor service requests
• 7+ years of Sr. Service Desk Technician experience, to include leading a team
• A high school diploma (minimum)
• Experience supporting foreign missions at agencies like the Department of State
• Developed and maintained trusted, collaborative relationships customers and colleagues
• Streamlined IT services delivery and operations for a 24/7/365 program
• A continual service improvement and governance driven mindset, with knowledge of process improvement and quality improvement based on ITIL and PMI best practices 2 years of experience with the ability to learn quickly and follow detailed technical instructions.
• Excellent oral and written communication skills.

Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.

Don’t meet every single requirement?

Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification. At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply. We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team

What we want you to know:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.

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