Help Desk Operations Manager

4 weeks ago


Knoxville, Tennessee, United States GovCIO Full time

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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