Service Desk Manager

MPR Associates, Inc. (MPR), a thriving multi-discipline, specialty engineering services and consulting firm, is actively seeking a capable and motivated Service Desk Manager to join our IT team. If you are seeking a unique, challenging, and rewarding career opportunity, MPR may be the right company for you.

Founded in 1964, MPR has a wide and growing client base in the fields of power and energy, federal services, and health and life sciences, in the United States as well as internationally. Headquartered in Alexandria, Virginia, we also have offices in East Lyme, Connecticut, Burlington, Massachusetts, and Salt Lake City, Utah. MPR makes challenging projects successful, delivering safe and reliable technical solutions across the entire project or product life-cycle to benefit our clients and society as a whole. We hire the best and brightest, which results in a high-performance culture built on trust and respect, making MPR an exceptional place to work.

General Job Description

The Service Desk Manager is responsible for the daily operations of the MPR IT Service Desk and leading and supervising the Service Desk staff. As a functional part of the Service Desk, the Service Desk Manager serves as an escalation point between the Service Desk staff and other personnel in the IT department. The Service Desk Manager is expected to take ownership of user support issues and be proactive when dealing with them. This is a great opportunity to innovate and learn new skills while leveraging your technical skillset and customer service mindset to make MPR and our clients successful.

This position requires occasional after hours work on a rotating basis to provide emergency support to MPR staff. This is a full-time, exempt position in MPR’s Alexandria, VA office reporting to the Director of Technology & Information Systems.

• Manage the daily operations of the Service Desk.
• Mentor, train and manage Service Desk Analysts.
• Ensure the Service Desk supports MPR employees with an emphasis on excellent customer service.
• Maintain and update current Service Desk policies and procedures, and document unwritten policies and procedures.
• Ensure Service Desk projects are completed on time and within budget.
• Establish and monitor actionable metrics/SLAs for the Service Desk.
• Maintain a streamlined imaging process and patching system.
• Manage MPR's AV and video conferencing systems.
• Log and track support requests in the ticketing system to ensure timely follow-up and resolution.
• Identify, prioritize, research, resolve, and document issues.
• Contact vendors to request service and support with products.
• Install, configure, and upgrade hardware and software.
• Purchase and manage inventory for hardware assets, software assets and supplies.
• Develop and update training materials for employees, including user guides, help
• sheets, and FAQ lists.
• US Citizenship required.
  
  
  

Education

• Bachelor’s degree is preferred.
• ITIL Foundations certification is a plus.
• Microsoft certifications are a plus. The individual is expected to possess or obtain Network+ and Security+ certifications within one year of employment.
  
  
  

Experience

• Two or more years of related Service Desk technical and managerial experience in a Professional Services environment is preferred.
• Experience handling multiple projects and initiatives and the ability to prioritize based on changing demands is required.
  
  
  

Skills

• Knowledge of Windows 10 and 11, Office 365 and Teams, Active Directory Users and Computers, McAfee ePolicy Administrator, Microsoft Endpoint Configuration Manager (SCCM), and Zoom.
• The ability to learn quickly and adapt to new technologies while multitasking.
• Excellent communication skills, both written and oral.
• The ability to stoop, kneel, crouch, crawl, and handle or move up to 50 lbs while performing job functions. (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).
• Ability to work collaboratively across functional teams.
• Exceptional time and project management skills.
• Ability to work in a dynamic and fast-paced environment.
• Strong customer service skills.
• Persistent, questioning attitude and ability to accept that in others.
• Motivated to expand skills and knowledge, as well as tackle new problem and take on new responsibilities.
  
  
  

MPR Associates, Inc. is an equal opportunity and affirmative action employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, age, disability, veteran’s status, sexual orientation, gender identity, genetic information or any other classification as required by applicable laws. MPR is a certified Virginia Values Veterans (V3) employer.