Service Desk Manager

A company is looking for a Contract Writing System Service Desk Manager. Key Responsibilities Lead a team of Tier 2 service desk agents to provide technical and functional support for the Army Contract Writing System (ACWS) Develop targeted communications and training to enhance user knowledge and resolve recurring issues Oversee Service Desk operations, ensuring alignment with ITIL best practices and service level agreements (SLAs) Required Qualifications Bachelor's degree with 10 years of experience, preferably in information technology, computer science, or engineering 5+ years of experience with enterprise contract writing system implementations preferred Knowledge of Appian platform application development and operations Security Plus certification required Advanced ITIL certifications required or to be obtained within 6 months of hire