IT Manager at ECS Corporate Services in Albuquerque, New Mexico

Posted in Other 6 days ago.

Job Description:

ECS is a federal contractor. As such, we are subject an Executive Order requiring all employees of federal contractors to be fully vaccinated for COVID-19 by December 8, 2021. Therefore, by applying for this position, you understand that you will be required to verify that you have been, or will be, fully vaccinated by December 8, or to verify that you cannot be vaccinated due to a legally recognized exception to the vaccine mandate set forth in the Executive Order.

Note: An individual is not considered to be fully vaccinated until two weeks after receiving the second vaccine dosage in a vaccine regimen involving two vaccines.

The above does not apply to personnel applying to United States Postal Service positions, however, as an ECS employee you will be required to complete the ECS COVID-19 survey to be compliant with Executive Order 14024.

ECS is looking for an IT Team Manager providing support for Sandia National Laboratories in Albuquerque, NM!

Job Description:

The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.
The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.

Assist in applying common best practices for the industry to the customer using a knowledge base to create conceptual business models and to identify relevant issues and considerations in selecting application software packages. Assess the operational and functional baseline of an organization and its organizational components and help to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. Typical areas addressed include Human Resources, Finance, Supply, and operations. Identify information technology inadequacies and/or deficiencies that affect the functional area's ability to support/meet organizational goals. Support the development of functional area strategies for enhanced IT.


  • Responsible for the day-to-day supervision of team technicians -planning & oversight of their team & any daily associated activities.
  • Exercise appropriate workflow & time management.
  • Maintain outstanding customer service for the team.
  • Accountable for both the team's service quality & performance.
  • Ensure appropriate workload balancing for the team.
  • Be the first point of escalation for customers & other IT staff.
  • Provide support for all escalated service requests.
  • Promote employee recognition programs & administer fairly.
  • Analyze ticket trends & report issues to other IT groups as appropriate.
  • Perform Clearance monitoring & assist in the maintenance activities for the staff.
  • Collaborate with other teams to cross train staff to support, "Load balancing," of staff across the organization, including monitoring of the queue.
  • Participate in meetings with other IT groups to anticipate changes in the client environment, propose the appropriate action plans & inform/train staff accordingly.
  • Appropriately document all required information to develop & maintain Operations Guide & manuals.
  • Participate in the screening, interviewing, & selection of staff for their assigned work group.
  • Initiate & participate in the hiring activities for the team, training & mentoring of new staff, work with staff to develop training goals & plans
  • Team members performance planning & reviews.
  • Develop & administer corrective actions as appropriate.
  • Perform problem analysis with appropriate recommendations for remedial action.
  • Properly prepare team leads & personnel, for all applicable quality audits.
  • Escalate all pertinent issues to the Operations Manager, or Deputy PM.
  • Partner with your peers to communicate new solutions & assist with solution development.
  • Provide prompt response to client & division requests
  • Primary point of contact with any client-related delegates or representatives.
  • Provide customers with regular updates through meetings & communications
  • Conduct/participate in meetings with team staff & client management.
  • Produce team required performance reports.
  • Resolution of non-compliance items for the team.
  • Participate in applicable IT projects.
  • Develop & implement formal site procedures.
  • Generate required reports & status updates for the Operations Manager.
  • Other duties may-be-assigned.

Required Skills:

  • You must be able to obtain & maintain a U.S. Dept. of Energy Clearance. U.S. citizenship is required.
  • You must possess at least four years' experience managing & directly supervising IT service operations, and 1 year working with the SNL Service Center
  • o In lieu of directly managing & supervising teams, two years' direct experience as a team lead, coaching & mentoring staff and/or leading projects will also be considered.
  • Demonstrated ability to provide managerial support for subordinate management & technical staff.
  • At least one year of experience operating within ITSM best practices.
  • Demonstrated ability to meet performance metric expectations through industry best practices.
  • Demonstrated experience, working with ticket tracking systems (eg: Remedy, Heat, LanDesk, ServiceNow, etc.).
  • Experience with Service Level Agreements (SLAs).

Desired Skills:

  • ITIL/ITSM V.4 Foundation Certification desirable.
  • An Active Dept. of Energy Clearance is strongly desired
  • Additional requirements as determined by the Service Manager

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

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