Help Desk Manager

Employer
Agile Defense, Inc
Location
Arlington, VA
Posted
Oct 12, 2017
Closes
Oct 16, 2017
Hours
Full Time
Requisition #: HELPD01101 Job Title: Help Desk Manager Location: Arlington, VA Clearance Level: Active DoD Only - Minimum Secret Required Certifications: Security + (CE) (Required), DoD 8570.1 (IAM-1), HDI Certification (Desired), ITIL-F (Desired) **Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. ** SUMMARY: Agile Defense provides unclassified information technology (IT) services and support for our customer whose mission is to maintain US technological superiority over potential adversaries by identifying and supporting breakthrough technologies of interest to the Military. IT services and support required to meet this responsibility include "state-of-the-shelf" (newest available) tools and services, and rapid, flexible responses to mission-essential and evolving government requirements. In support of our client's mission, Agile Defense provides services and support in seven primary unclassified functional task areas which are: (1) Program Management; (2) Infrastructure Services including Intranet/Extranet Support, Network Access, LAN Services and Connectivity, Capacity Management, and Network Hardware Management and Maintenance; (3) Operational Support including Server Operating System, E-mail, Fax and Print, Access Management, Backup and Restore, Database, Help Desk, User Training, Software Suite, and Application Support, etc.; (4) Professional Services; (5) Analysis and Requirements Services; (6) Software Development, Maintenance, and SharePoint Services; and (7) Information Assurance and Network Defense Services. DUTIES: The Help Desk Manager shall be responsible for the unclassified IT Help Desk Operation The Help Desk Manager shall oversee personnel, manage coverage, ensure all standard operating procedures are current and followed, manage incident and problem resolution as well as Knowledge Management resulting from resolved tickets. The Help Desk Manager is directly responsible for the reporting of Help Desk metrics to the Program Manager. WORKING CONDITIONS: Identify the working conditions and physical demands which relate to the essential functions of the position, such as working indoors/outdoors, working with exposures to hazards, etc. Include special considerations for the position, such as occasional travel or necessary overtime. Use this example and lists below to help you determine working conditions to include. About Us! Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the US Government, including several United States Civil agencies and various branches within the US Department of Defense. Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our "Listen. Think. Innovate. " philosophy. At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values. Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. QUALIFICATIONS: Education and Certifications: BS in a related field (Desired) Security + (CE) (Required) Candidate must meet DoD 8570.1 (IAM-1) requirements. HDI Certification (Desired) ITIL-F (Desired) Background Needed and Years of Experience: 5 years managing help desk and other IT staff 7 years of progressively responsible experience in a technical computer related capacity. Demonstrated skills to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical support with outstanding Government service, satisfaction, and timeliness. ADDITIONAL SKILLS & QUALIFICATIONS: Non- Technical Skills: Experience with reading and analyzing ticket count, Expertise with tools employed (especially Remedy), Experience Leading service desk improvements, Experience with creating efficiencies total team size, etc. Excellent written and oral communication skills Ability to work in fast paced and dynamic environment Ability to handle high pressure situations SUPERVISORY DUTIES: Manage employees and contractors Approve timesheets Approve requests for time off Communicate Expectations and manage employee performance Coach/Mentor staff Evaluate Performance Perform check-ins and annual reviews Resolve complaints Discipline and dismiss employees Communicate and coordinate with Government Management Communicate and coordinate with Headquarters Management