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Service Desk Manager with Secret Clearance

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Date: Jul 5, 2019

Location: Washington, DC, US

Company: NTT DATA Services

Req ID: 33142 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Service Desk Manager with Secret Clearance to join our team in Washington, District of Columbia (US-DC), United States (US).



Key Skills, Experiences and Responsibilities:


Senior manager responsible for Tier 0, Tier 1, and Advanced Technical Support (Tier 1 1/2) support. Primary manager responsible for Mission SM support. Manages to meet or exceed all customer-support SLAs. Primary manager responsible for customer satisfaction. Responsible for transforming customer service to encourage resolution at an earlier service desk tier. Provides effective leadership and personnel management to ensure positive team morale and efficient communications


Experience managing the following:   

  • Managing Service Desk / Help Desk (T1 - T3)
  • Experience applying ITIL Service Management (ITSM) Processes
  • Experience with ServiceNow
  • CMDB best practices
  • Supporting knowledge management and knowledge articles
  • All EUC device installations, moves, and changes (IMAC)
  • Equipment refresh
  • Service ticketing ownership
  • Routing and tracking of service requests/incidents
  • Service ticket reporting
  • Surveys and trend analysis


Required Qualifications:


  • Experience / Education: A degree in Computer Science, Information Technology Management,

       Security, Business, or other technology specific discipline is preferred


       10+ years’ experience with a Master’s Degree

       14+ years’ experience with a Bachelor’s Degree

       18+ years’ experience with an Associate’s Degree

  • Must have an Active Secret Security Clearance



Desired Certifications:


  • ITIL Certification
  • ServiceNow



This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Washington DC

Job Segment: Consulting, Manager, Computer Science, Technical Support, Information Technology, Technology, Management