Help Desk Operations Manager
4 weeks ago
Job Summary
GovCIO 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 ensuring the optimal functionality of our software systems and applications.
Key Responsibilities
- Configure systems and applications to ensure optimal functionality
- Prioritize customer queries and escalate serious technical issues to developers
- Document error reports, monitor performance metrics, and develop general terminology and processes
- Relay application functionality feedback from customers to developers
- Gather, analyze, and summarize information and trends to prepare technical reports
- Act independently under general direction, providing technical assistance and advice on complex activities
- Formulate and define specifications, develop, modify, and maintain complex systems and subsystems
- Review and resolve processing problems, coordinate work with programmers and engineers, and orient users to new systems
- Work with considerable freedom to make decisions on techniques and approaches to be used
- Prepare recommendations for system improvements for management and user consideration
Qualifications
- High School diploma or equivalent with 9 years of experience, or commensurate experience
- Minimum 5 years of experience in Help Desk Operations with a heavy emphasis on customer service
- Minimum 3 years of experience in a role demonstrating knowledge of DOD benefits and personnel data processes
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills, and conflict resolution skills
Clearance Required
Secret clearance, pending contract award
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