Help Desk Operations Manager

4 weeks ago


Reston, Virginia, United States Decision Point Full time
Job Summary

We are seeking a highly skilled Help Desk Specialist (Senior) to join our IRS Customer Support Services (CSS) IT Service Desk team.

Key Responsibilities
  • Oversee the daily operations of the IRS Service Desk, ensuring alignment with IRS policies and guidelines.
  • Coordinate efforts among subcontractors, team members, and other contractors to achieve efficient ticket resolution.
  • Analyze data from daily Service Desk operations, including tickets received, closed, and escalated.
  • Provide daily and weekly reports of Service Desk performance to the IRS GTM.
  • Monitor ServiceNow and eGain portals, redistributing tickets when necessary to balance workload.
  • Ensure timely resolution of trouble tickets within the prescribed average handle time.
  • Develop and maintain project documentation, policies, procedures, and progress reports.
Requirements
  • Active Public Trust Clearance or ability to obtain Public Trust clearance.
  • Completed IRS Minimum Background Investigation or ability to clear IRS Minimum Background Investigation.
  • Minimum of 5 years of experience in a management role overseeing IT Service Desk operations.
  • Knowledge of Aternity software, ServiceNow, eGain, Bomgar, Microsoft Office Products, and Apple IOS software.
  • Strong leadership and supervisory skills to manage multiple resources and ensure timely completion of tasks.
  • Experience in analyzing Service Desk data and providing detailed reports to management.
  • Excellent communication skills, both written and oral, to relay information to IRS management and team members.


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