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Service Desk Manager/PM


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Job Code: 2019-017                                                                  

Title: Service Desk Manager/PM
Location: Frederick, MD

SSI is seeking a Service Desk Manager/Project Manager to join our team in Frederick, Maryland in support of a civilian federal agency. This position is located in the customer’s acquisition academy and the successful candidate will manage a team of five engineers supporting 16 state-of the-art training classrooms. The candidate will be responsible for the following:




  • Manage a team of five engineers supporting 16 state-of the-art classrooms and associated training and administrative staff for a civilian federal agency. 

  • Service Desk responsibilities include Tier 1, 2 and 3 support for Virtual Desktop Integration (VDI) based on VMware and HP infrastructure.  

  • Manage technical staff workload for multiple classes.

  • Continually analyze ticket data to identify recurring events and trends. 

  • Review top issues for possible escalation, revisions of process or other common remedial actions.

  • Maintain/update Standard Operating Procedures manual to allow for substantial reduction in rework, decrease training time, and improve consistency of results.

  • Install, configure and provide ongoing support for various 508 compliant applications and devices within classrooms and office space to meet unique requirements of impaired or disabled veterans.



  • Bachelor’s degree and 10+ years of professional experience or equivalent years of experience.

  • Must have experience with virtualized desktop architecture (Vmware), HP hardware, SmartBoard monitors, Crestron control panels and VTC capabilities.

  • Must have experience with Citrix Xen App 7.15, Citrix Xen Desktop 7.15, and Citrix PVS 7.15.

  • Current Microsoft Certified Systems Administrator (MCSA) certification for Windows 10 and Windows 7.


  • Current PMP certification


SSI is a Service Disabled Veteran Owned and HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services.  SSI offers a generous array of benefits including: 100% Paid Premium on Employee Medical, Vision, Dental, and Prescription Drug Insurance Plans, 60% Paid Premium for dependents.  SSI provides Life Insurance, Long Term Disability, and Short Term Disability benefits at no cost.  SSI employees receive 24 paid days off in the first year on board.  We also provide Military Leave benefits, 401(k) Retirement Plan, Education Assistance, Personal Technology Refresh and Employee Referral Bonuses.  Positions subject to Service Contract Act (SCA) have benefits provided as required by law.

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