Help Desk Manager

  • Location

    Anniston, United States

  • Sector:

    Information Technology

  • Job type:

    Direct Hire

  • Contact:

    Yasmin Baig

  • Job ref:

    141

  • Published:

    7 months ago

  • Expiry date:

    2020-05-20

The Help Desk Manager position is located at the Center for Domestic Preparedness, Anniston Alabama.

Summary

  • The Help Desk Manager shall lead the daily operation of CDPs IT Service Desk and Desktop Support organizations.
  • Provide leadership and supervision of the Customer Service professionals to deliver outstanding customer service, satisfaction, and timeliness.
  • Successfully manage fulfillment of Service Level Agreements; collect, monitor and report performance measures.
  • Develop and refine operating procedures. Ensure team manages and resolves problem tickets in accordance with the ITIL model.
  • Provide technical trend analyses from available data sources to identify performance metrics that will enhance operational performance.
  • Develop and implement training program to ensure that Service Desk technicians have the knowledge and experience to be successful.
  • Supervise service technicians to successful resolve end-user issues.
  • Supervise the operations of the Customer-Help Desk Support Center.
  • Create project and task plans for projects and changes.
  • Schedule staff to provide required coverage during hours of operation.
  • Ensure prompt completion of deliverables.
  • Develop strategies and performance measurement plans to optimize vendor performance.
  • Participate in detailed technical architecture working sessions.
  • Prepare Monthly Status Reports, Bi-Weekly Status Reviews.
  • Ensure knowledge management systems and documentation are created and maintained.
  • Establish best practices through the entire technical support process.
  • Ensure ticket queues are managed properly and work being conducted meets all applicable standards, SLOs and time-lines.
  • Coordinates training requirements of contracted personnel.
  • Identifies problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
  • Monitors problem management knowledge-base and follows up with assigned personnel to ensure timely resolution of problems.
  • US Citizen able to obtain and hold a Homeland security clearance.

Expereince & Qualifications

  • Bachelors Degree in Computer Science desired or equivalent experience.
  • 5 or more years’ experience in managing Information Systems

Skills & Certs

  • Experience using an issue tracking system to record, monitor, and document trouble items and work requests
  • Strong Problem solving skills
  • Strong interpersonal and communication skills
  • Required 10% Travel
  • ITIL certification desired
  • HDI certification desired