Desktop Support Manager

1 day ago

Washington DC United States NuAxis Innovations Full time

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Apply (by clicking the relevant button) after checking through all the related job information below.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW We are currently seeking a talented and motivated Desktop Support Manager for a Full-Time position.

Job Summary:

We are currently seeking a Desktop Support Manager for a full-time position. This role is largely responsible for providing remote telephone-based operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours.

Essential Functions:

Some of the primary responsibilities of this role would include:

Supervise on-site Deskside support services
All aspects of both Remote and Deskside computer support
Owning, tracking and resolving Information Technology (IT) incidents and requests
Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems

This DSM operational support role requires a service oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.

Knowledge Requirements:

Incident Management
Problem Management
Change Management
Critical thinking skills
Active listening skills and effective communication strategies
Enterprise ticketing application experience - ServiceNow experience preferred
Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
Installation and maintenance of Windows OS
Installation and maintenance of Apple preferred
Installation and maintenance of mobile devices
Installation/updating of desktop software
Remote desktop connections
Antivirus support
Backup and recovery
Desktop performance monitoring and optimization

Education:

Bachelor's Degree or equivalent.
HDI Team Lead or HDI Manager Certification - required within 60 business days of hire

Experience:

Five (5) + years' supervisory experience in an enterprise call center - help desk - service desk - desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture

#NAI #DICE

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