NetCentrics Corporation
  • 15-Jun-2022 to Until Filled (EST)
  • DC, USA
  • Salary
  • Full Time
  • Public Trust

Yes


Title: Help Desk Operations Manager

Location: Washington, D.C.

Clearance: Public Trust

Responsibilities:

  • Manage an Enterprise Service Desk in a hybrid environment (onsite and remote/virtual) to include regional offices
  • Mentor and direct supervision of approximately Enterprise Service Desk personnel (Tier I and Tier II, Asset Management and Problem/Incident Management
  • Direct and coordinate the Service Desk team activities to efficiently respond to customer requests for technical service received via phone, email, voice mail and fax
  • Create work schedules, update the front-end voicemail when necessary, complete the daily attendance and shift handoff reports, and provide ideas for improvement in daily operations of the client Service Center
  • Provide subject matter expertise in all areas of Service Desk Delivery and knowledge sharing/training of all technical solutions and processes employed in the enterprise environment
  • Respond immediately to escalations, events and customer requests
  • Monitor the Call Management System to ensure calls are being answered on a timely manner
  • Establish email schedule to ensure requests via IT Service Center mailbox and/or faxes are being answered promptly and efficiently
  • Contribute to Hot Button Resolution Times and monitor team results in this area to assure the team consistently meets the Contract Service Level Metrics
  • Perform the duties of a technical expert on the shift
  • Develop and manage process to ensure SLA and performance metrics are met on monthly basis
  • Ensure proper relationships are established between customers, teaming partners, and vendors to facilitate the delivery of information technology services
  • Instruct, correct and train and mentor the Service Desk team in the proper performance of the standard operating procedures and professional customer interaction
  • Participate in daily reporting requirements to team and management as well as function as the team "GO-TO" for any operational questions and support
  • Ensure proper ticket escalation and hand off procedures are followed, and first call resolution targets are achieved
  • Provide daily ticket auditing to ensure proper categorization of tickets and completion of notes and summaries
  • Analyze the team's performance metrics to identify knowledge or process gaps and target areas for continuous improvement
  • Account for everyone on team daily, validate hours worked, during absences ensure workload is re-distributed, tickets are re-assigned, pre-scheduled appointments are notified
  • Ensure proper staff at required locations
  • Ensure staff utilizes proper Login/Logout and Aux codes during scheduled hours
  • Ensure admin tools, admin URLs, and SOPs are available at all times to support help desk technicians; provide input to update SOPs as needed; update GAL
  • Interact and coordinate with other leads, supervisors and managers as needed to resolve escalated issues
  • Support the development of strategic helpdesk plans
  • Attend customer related meetings to brief status of tickets, projects, etc.
  • Lead continuous improvement initiatives and support development of SOPs and work instructions
  • Conduct Brown Bag training sessions across all Service Desk and Desk Side Teams
  • Generate and merge data from multiple sources/organizations to provide reports to the government Board of Directors and to help with true-up initiatives to stay compliant with standards and practices across the Enterprise
  • Help develop and maintain Operational Level Agreements between contract staff/tasks and the government customer
  • Propose new technologies/applications to the government customer to further aid continuous improvement of processes and methodologies

Requirements:

  • Bachelor's Degree and 8-10 years of related experience
  • Previous team leadership experience in a Help Desk/Service Desk environment
  • Self-starter prepared to lead by example and mentor a team towards continuous improvement in productivity, reliability, technical knowledge, customer facing skills and adherence to established standard operating procedures
  • Experience using and running reports in Service Now
  • Experience with ITIL process
  • Customer Service experience; strong communication skills; commitment to customer satisfaction
  • Working knowledge of Microsoft Products
  • Ability to multi-task
  • Ability to work in a hybrid environment
  • Familiarity with help desk high/critical ServiceNow tickets
  • Ability to support projects involving new process and new technologies entering production
  • Active Public Trust security clearance, or ability to obtain it

Desired skill set/certifications:

  • ITIL Foundations v. 3 or above
  • DoD 8570 IAT I or IAT Level II
  • HDI or SDI or other industry Helpdesk Management, or Microsoft certifications

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

NetCentrics Corporation
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