Help Desk/End User Support Manager
4 weeks ago
Secret Security Clearance Required
The Help Desk/End User Manager has oversite of all operations for delivery and performance of Contractor services related to Deskside Support (Tier 2). This role involves co-management of Contractor Personnel delivering all aspects of Deskside Support (Tier 2) for normal users and will appropriately segment the end user population and required Contractor IT deskside support personnel for support. This role will seek guidance and direction from the Deputy Program Manager, as necessary, regarding ITSM matters.
The role requires experience:
- Supervising and directing staff who are responsible for phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications
- Serving as the senior point of contact for all troubleshooting of hardware or software on all types of computer operating systems and network infrastructures, computer peripherals and/or mobile IT devices within the scope of this TO PWS
- Functional Responsibility:
- Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Level IV performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise.
- Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
- Pretest/pilot surveying; defining and refining the agenda
- Survey database administration
- Assessing reliability and validity of data
- Determining proper survey data collection methodology
- Oversees the production of reports and findings
Qualifications
- Bachelors degree or 8-10 plus years of progressive proficient related work experience or master degree
- Certificates:
- IAT II: Please see TO PWS Section 3.0, Attachment 1 - GSP Labor Categories (LCAT) of GSP IDIQ PWS, Commercial Certificates for DoD 8570.01-M certificate requirement
- CE: Professional (expert preferred) level certificate for supported technology as approved by the Government Task Manager, HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)
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