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IT Support Center Manager

2 months ago

King George, United States Bowhead Full time

Overview:

IT SUPPORT CENTER MANAGER (VDEPT)

Bowhead seeks a IT Support Center Manager to join our team in Dahlgren, VA. The Support Center Manager will provide daily supervision and direction to staff who are responsible for phone and in-person IT support to users. The IT Support Center Manager is responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment.

Responsibilities:
  • Using a ticket tracking system for tracking customer issues, resolution, ticket status,
    and providing metrics for line management.
  • Providing daily supervision and direction to staff who are responsible for phone and
    in-person IT support to users.
  • Ensuring Support Center staff performance, quality, and productivity.
  • Planning and directing activities that provide customer services solutions and IT
    support.
  • Encouraging continuous improvement, involving others in planned process
    improvement efforts and measures, and encouraging individuals to follow a
    systematic improvement process.
  • Giving technical and informational presentations, writing advanced documentation
    and Standard Operating Procedures (SOPs).
  • Adapting to emerging technologies.
  • Professional and effective communication skills (both verbal and written) and
    problem resolution skills between customers, team members, and line management.
  • Independent problem solving skills, self-motivation and self-direction.
  • Interacting with support services outside of the organization (such as the Navy
    Marine Corps Intranet (NMCI)).
Qualifications:
  • Bachelors degree preferred
  • Five (5) years of experience in IT services at a complex site (i.e., more than 100 computer
    systems running multiple operating systems).
  • Five (5) years of demonstrated experience leading a team.

Physical Demands:

  • Must be able to lift up to 10-20 pounds
  • Must be able to stand and walk for prolonged amounts of time
  • Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must be able to obtain and maintain a security clearance at the Secret level. US Citizenship is a requirement for this contract.

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