Help Desk Manager
Employment Type: Full-Time
Industry: Information Technology
Description We are currently seeking a motivated, career and customer oriented Help Desk Manager to join our team to begin an exciting and challenging career with SAIC. Job Description Provides daily supervision and direction to the Service Center team. The IT Service Desk Manager establishes an effective, proactive and repeatable service delivery process that improves the end user's IT experience the Service Desk Manager will lead, guide, and support the Service Center and will perform the following bull Manages and is responsible for the successful and timely completion of Service Center tasks bull Serves as the senior most level technician in assisting customers experiencing problems with IT resources, or requesting new services bull Serves as the first point of contact for troubleshooting hardwaresoftware, all types of computer systems, and printer problems bull Leads and guides the Service Center team through the handling and management of IT service requests, incident management, change management, problem management, event management, outage escalations, enterprise IT troubleshooting bull Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems bull Escalates tickets to higher-level support groups as necessary bull Monitors assigned queues, voicemail, web sites and other incoming communication methods bull Prepares and provides various Service Desk reports and technical reviews to senior management as requested bull Establishes internal service delivery performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategiesinitiatives for improvement bull Establishes and manages KnowledgebaseSolutions Repositories and ensures newupdated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Center team bull Establishes and manages processes for communicating outagesemergency activities to the program and Customers bull Supervises assigned technical and administrative staff bull Participates in maintaining and improving Service Center standard operating procedures (SOPs) bull Participates in special projects as required Qualifications High School Diploma or equivalent required. Security Requirement - Must be and possess a US Government Secret security clearance. Min Clearance to start- Interim Secret. Previous computer technical support preferred. Must possess current CompTIA A+ CE, Network+ CE or Security+ CE certification. ITIL Foundations v3v4 MCP, Dell or other industry identified certifications are preferred. Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCPIP addresses, VPN software, supporting remote users. Understanding of Active Directory to unlock and reset passwords. Proficient with troubleshooting all Windows Operating systems. Ability to troubleshoot and resolve email issues, specifically MS Outlook. Ability to communicate clearly and professionally, both verbally and in writing. Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. Demonstrate overall knowledge of the Service Desk Operations regarding, but not limited to, telecommunications and call routing, workforce management, quality control, knowledge process management and agent training. Experience in managing overall day-to-day management and performance of the Service Desk including supervisors and agents, service level achievement, and personnel decisions. Demonstrate experience in partnership with government staff to achieve service level targets, design strategies for onboarding new customers to the center, creates efficiencies utilizing all available automation tools and recommending new tools if none exist. Knowledge of workforce management software and skills to manage the Service Desk Analysts' headcount required to achieve service level targets, create agent schedules and monitor compliance with those schedules and forecast call, email and others. Demonstrate in knowledge and process management, quality control and general day-to-day Service Desk operations. Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients Familiarity with Department of Defense security requirements as applied to their subject matter expertise. Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this contract Strong working knowledge of large, complex Information Technology environments Exceptions may be made for specific individuals with specialized knowledge or skills in certain circumstances at the discretion of the Government Certification in Security (recommended) Experience supporting DoD customer(s) at a minimum, experience supporting DISA preferred TYPICAL EDUCATION AND EXPERIENCE AA Degree in related discipline and one year related experience Or, High School and two (2) years of related experience with relevant certification.
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