Help Desk Manager
POSITION DESCRIPTION: JOB TITLE: Help Desk Manager JOB TYPE: Full-Time JOB CLASSIFICATION: Hourly Non-Exempt COMPENSATION: Commensurate with experience, scope of work and location LOCATION: Aberdeen Proving Grounds, MD 21005 REPORTS TO: Program Manager MANDATORY: Considering local candidates with US Citizenship only. Employer will not sponsor applicants for work visas for this position. Position requires an active DoD Secret Clearance. POSITION SUMMARY: As the Help Desk Manager you will develop, lead, motivate, and direct contractor IT service desk professionals in the delivery of excellent technical/non-technical customer support. You will provide direction and mentoring to service desk team members who are responsible for providing remote IT technical support. This will include analyzing performance, adherence to SLAs and developing recommended changes to improve response times. The help desk team is responsible for responding to requests from various clients via telephone with functions such as troubleshooting, analyzing, resolving, tracking and escalating technical problems associated with an end-user's desktop environment. RESPONSIBILITIES: The hands-on help desk manager will oversee the team who is responsible for troubleshooting and researching issues on various computer systems and databases to resolve issues and answer inquiries in regards to unclassified and classified systems. They will resolve software, hardware, and Windows Active Directory issues escalated from customer support and other departments with a 100% success rate. They provides technical assistance over the phone and in person with end-users. They perform diagnostics and troubleshooting of system issues, documents help desk tickets/ resolutions, and maintains equipment inventory lists. They will deploy, image, configure, and setup computers and IP phones Troubleshoots and resolved Server errors. Must demonstrate proficiency in the following technical areas: Microsoft Office products Internet and Browser usage E-Mail products (Microsoft Outlook preferred) Basic Operating System/Networking/Hardware troubleshooting Keyboarding skills Call Center Ticketing System (Remedy or similar applications) Sharepoint Call Center Phone System Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc. Perform password resets Interface with system administrator Deploy, image, configure, and setup computers and IP phones EXPERIENCE AND CREDENTIALS: Three years' experience managing a customer service organization preferred (Help Desk) and at least 2 or more years of experience in Information Technology and of customer service experience. Demonstrated understanding of and proficiency in current technical and computer related processes. Experience with Remedy and Sharepoint required Ability to resolve technical problems in a corporate environment. Ability to manage multiple tasks. Must have exceptional verbal and written communication skills, outstanding customer service skills, project management, problem solving skills and team player attitude. Ability to work in a fast-paced environment under pressure of deadlines, strong attention to detail and department goals. Bachelor's degree in Computer Science or Information Systems or related field; or a minimum of five years relevant job experience will be considered in lieu of a degree. Will be required to undergo and pass applicable background checks. Must be a United States Citizen to support this government contract, possess and maintain a current SECRET level security clearance. In accordance with DoD 8570.01; Candidate must meet the Information Assurance Technician (IAT) Level I requirements by having one of the following certifications: A+ , NET+, GSEC, Security+ CE, SSCP, CCNA-Sec, Cissp, Cisa, CASP, GCIH, GSEC, or GCED) MILVETS offers an excellent benefits package including Health Insurance, Dental Insurance, Life Insurance, Disability Insurance, Vision, 401(k), Paid Time Off. Applicants for US based positions with MILVETS Systems Technology, Inc. must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. www.dhs.gov/E-Verify E-Verify is a registered trademark of the US Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. MILVETS Systems Technology, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.