Today
Public Trust
Unspecified
Unspecified
IT - Support
Tysons, VA (On-Site/Office)
We are seeking a Help Desk Lead/Manager to join our team and support our mission critical customer in Tysons VA
Responsibilities & Requirements:
-7+ years of experience in supporting Information Technology as a Help
Desk Lead/Manager.
-Experience with the management, leadership, coordination, and customer
contact for the help desk operation of a large-scale highly available system that
is integrated with business-critical systems contemplated in this PWS.
-The Help Desk Lead/Manager shall have excellent leadership skills, strong
interpersonal skills, and be adept at handling conflict. They should also have
exceptional documentation skills, the ability to conduct research into a wide
range of computing issues, and the ability to present ideas in user-friendly
language to non-technical staff and end users.
-Strong understanding of receiving, recording, and responding to help-desk
requests from end-users.
-Managing the help desk call logging system. Ensuring the system is fit for purpose and providing support as necessary.
-Tracking help desk performance to ensure a high level of customer service and establishing
customer service standards.
-Responsible for the hiring, training, and supporting help desk representatives and technicians. Involved in the planning and implementing of help desk and office policies and procedures and ensuring compliance with policies and procedures.
-Provide information and assistance related to products and services to include developing reports on team productivity and following up with customers to identify areas of improvement.
-Expert knowledge of recent technological advances in computer science and
engineering.
-Excellent written and verbal communication skills, including experience in
presenting material to senior Government officials. Ability to interact and
communicate with key managers and functional experts to understand the
current environment, the requirements and proposed solution; to implement
process or technical improvements.
-Demonstrated experience in executing, monitoring, and managing a help desk
team to successful, high- quality support and on-budget.
Clearance:
US Citizenship with the ability to gain a Public Trust
Responsibilities & Requirements:
-7+ years of experience in supporting Information Technology as a Help
Desk Lead/Manager.
-Experience with the management, leadership, coordination, and customer
contact for the help desk operation of a large-scale highly available system that
is integrated with business-critical systems contemplated in this PWS.
-The Help Desk Lead/Manager shall have excellent leadership skills, strong
interpersonal skills, and be adept at handling conflict. They should also have
exceptional documentation skills, the ability to conduct research into a wide
range of computing issues, and the ability to present ideas in user-friendly
language to non-technical staff and end users.
-Strong understanding of receiving, recording, and responding to help-desk
requests from end-users.
-Managing the help desk call logging system. Ensuring the system is fit for purpose and providing support as necessary.
-Tracking help desk performance to ensure a high level of customer service and establishing
customer service standards.
-Responsible for the hiring, training, and supporting help desk representatives and technicians. Involved in the planning and implementing of help desk and office policies and procedures and ensuring compliance with policies and procedures.
-Provide information and assistance related to products and services to include developing reports on team productivity and following up with customers to identify areas of improvement.
-Expert knowledge of recent technological advances in computer science and
engineering.
-Excellent written and verbal communication skills, including experience in
presenting material to senior Government officials. Ability to interact and
communicate with key managers and functional experts to understand the
current environment, the requirements and proposed solution; to implement
process or technical improvements.
-Demonstrated experience in executing, monitoring, and managing a help desk
team to successful, high- quality support and on-budget.
Clearance:
US Citizenship with the ability to gain a Public Trust
group id: 90943786
