Help Desk Manager

3 weeks ago

Baltimore, United States ASRC Federal Holding Company Full time

Help Desk Manager - Washington, D.C.

ASRC Federal Cyber, LLC is a technical, professional services company providing state-of-the-art solutions to government and commercial clients. Our services include custom-engineered solutions that integrate with the latest technology, resulting in advanced information technology systems; business and management consulting services to assess client needs and reengineer processes; and strategic and tactical program expertise to support continuity and provide comprehensive oversight for mission-critical initiatives.

As an IT consulting leader, we're always looking for exceptionally bright and motivated people to join our team. We are thought leaders in our market space - providing comprehensive solutions to our clients, throughout the enterprise. If you are looking for an opportunity to use your skills in new ways, in an environment that promotes free thinking, presents positive challenges, and makes real impact - ASRC Federal Cyber is the place for you.

We are currently seeking a Help Desk Manager to work at our contractor site in the Washington, D.C. metropolitan area supporting a large data and cloud opportunity in the civilian space.

RESPONSIBILITIES
- Operate an analytic and technical Help Desk to support users with research analysis as well as answers to technical questions
- Manage the Help Desk team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Recruit, train and support Help Desk analysts and technicians
- Establish best practices through the entire incident management process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on Help Desk team’s productivity
- Ensure that Help Desk resources are available and responsive to the end user community
- Establish and follow standardized, pre-approved escalation procedures and Service Level Agreements (SLAs) for both on and off-peak business hours to triage, resolve, and/or mitigate incidents and manage user alerts
- Prepare and deliver communications regarding incidents to the client to include source nature of the problem, detailed information regarding the type and duration of repair needed (if known); expected downtime (when known); and user impacts
- After incident resolution and within the pre-approved specified timeframe, provide the client with follow-up notification that includes changes implemented to resolve the problem, duration of outage and confirmed user impact
- Provide client with a Root Cause Analysis (RCA) within thirty (30) days of the event in the agreed upon format and level of detail
- Perform other duties as required and assigned

**REQUIREMENTS**:

- Bachelor’s Degree in Computer Science or related field
- Active ITIL v3 or higher certification
- 5+ years of experience in Help Desk management
- Experience preparing project cost estimates to include but not limited to, labor, travel, equipment and software
- Successful client reporting and customer liaison experience
- Experience with Help Desk scheduling and Workforce Management
- Professional written and verbal communication skills
- Ability to make sound independent judgments within established policies and procedures

Preferred
- Master’s Degree in related field of study or equivalent years of experience
- HDI Certification
- Help Desk management experience supporting the Centers for Medicare and Medicaid Services (CMS)

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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