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Help Desk Operations Manager

2 months ago

Scott Air Force Base Illinois, United States DecisionPoint | Cortek Full time
Job Summary

DecisionPoint | Cortek is seeking a highly skilled Help Desk Operations Manager to join our team. As a key member of our IT department, you will be responsible for providing advanced technical support and leadership within our help desk team.

Key Responsibilities
  • Lead Help Desk Operations: Oversee the day-to-day activities of the help desk team, ensuring timely issue resolution and smooth operations.
  • Provide Technical Support: Offer advanced technical support to users, including troubleshooting hardware, software, and network issues.
  • Supervise Team Members: Supervise the work of junior team members, providing guidance and training as needed.
  • Recommend System Modifications: Collaborate with engineering teams to recommend system modifications that enhance user experience.
  • Document and Track Issues: Document, track, and monitor all issues in the help desk system, ensuring full resolution.
  • Collaborate with Cross-Functional Teams: Work with network services, software systems engineering, and applications development teams to resolve complex issues.
Requirements
  • Active Secret Clearance: Must have an active Secret Clearance.
  • Technical Experience: Minimum 6 years of functional/technical experience in IT support roles.
  • Education and Certifications: High School Diploma or Associate's Degree (preferred) with relevant certifications.
  • Leadership and Communication Skills: Strong leadership and supervisory skills with the ability to train and guide junior technicians.
  • Technical Expertise: Extensive experience troubleshooting complex IT issues related to hardware, software, and networks.
  • Certifications: IAT Level II Certification as defined in DODD and AFMAN.