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IT Service Desk Manager Senior
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We are seeking a highly skilled IT Service Desk/Knowledge Base Manager - Level IV to lead our service desk team and manage our knowledge base. The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities.
Key Responsibilities- Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
- Ensure effective communication and collaboration among team members to resolve technical issues efficiently.
- Identify, troubleshoot, or resolve complex information systems problems to minimize downtime of applications and personnel.
- Utilize advanced technical skills to resolve technical issues independently with minimal supervision.
- Assist computer users with hardware and software questions and problems.
- Field telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
- Oversee the planning, design, sampling, and development of surveys to create guidelines for capturing, managing, and using information in the knowledge base.
- Ensure the reliability and validity of data collected through surveys.
- Determine the proper survey data collection methodology.
- Oversee the production of reports and findings from surveys.
- Pretest and pilot surveying to refine the agenda.
- Administer survey databases to ensure accurate and efficient data management.
- Possess advanced technical knowledge and skills to troubleshoot and resolve complex technical issues.
- Stay up-to-date with the latest technologies and methodologies to ensure effective problem resolution.
- Perform more independent thinking and complex tasks with little to no supervision.
- Master's Degree
- One or more of the following certifications: IAT II, CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP, or CE: Professional (expert preferred) level certificate for supported technology.
- HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.).
- Eight (8) years of progressive experience demonstrating the required proficiency.
NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements.
We are committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").
