Lead Help Desk Manager

NOVA Corporation
Washington, DC
May 19, 2022
May 22, 2022
Full Time
Job Summary: DDC IT Services is looking for a Lead Help Desk Manager to join our rapidly growing company. As a Lead Help Desk Manager , you manage a team of high performing help desk level II technicians in the Silver Spring, Maryland area who support incident, problem and requirement management for end users for a key Federal customer supporting a potential five-year contract. This position requires a combination of leadership, supervisory, effective time management and elevated levels of ITIL service desk management knowledge. Being a self-starter, and capable of dealing with complex interpersonal dynamics is a must to be successful in collaborating with a team of talented individuals who are just as passionate about supporting one another as they are about the overall mission. Strong verbal skills are critical for effective communication with Federal Branch Chief and Contracting Officer (COR) levels. Job Duties and Responsibilities: Provide Tier II Help Desk Support Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices Provide End User Development (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional. Utilize the Global Service Center ticketing system for all request documentation and resolution (EG Install and Connect Desktops (PCs) and Other Peripherals to the network, wiping and rebuilding infected desktops, software installation (Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by the user for their work), assisting users with services and products Work on government-owned or government approved desktops and peripherals Provide weekly reports of work completed Review and evaluate Help Desk calls and trouble tickets to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements Repair desktops, printers, scanners, and other peripherals. Provide repair part purchase recommendations and Image all new computers with the current approved operating system Configure and Provide printer/Multifunction Device (MFD) support Ensure all printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network Develop training aids or tips and distribute to users thru e-mail or informal meetings to inform the users of procedures, security issues, problem resolutions, software installation and any items that would benefit the user and their network usage Familiarity with Protected Health Information (PHI) under Health Insurance Portability and Accountability Act (HIPAA) (a plus) Familiarity with Medical Research Device Management (a plus) Additional Lead Responsibilities: Serve as the Primary POC for reporting and coordinating services to the Civilian Branch Chief and COR After duty hour support via phone Attend meetings Supervisory responsibilities (timecard processing and employee career development) Job Requirements (Education/Skills/Experience): Bachelor of Science Degree in CS, IS, Engineering, Telecommunications or related scientific discipline and 8 years minimum experience supporting Help Desk operations, preferably supporting a government customer Must be a US Citizen Tier 3 - Secret Clearance IT-II Security+ Microsoft Support IT Professional (MCITP) MCTS: Windows 7, Configuration for Help Desk support Dell Corporation certification to perform warranty repair work: Dell Certified System Engineer (DCSE)

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