Service Desk Manager

Location
Springfield, Virginia
Posted
Dec 04, 2020
Closes
Dec 16, 2020
Ref
2000003444
Function
Management
Hours
Full Time
Description

Chenega Agile Real-Time Solutions (CARS)

Company Job Title: Service Desk Manager

Clearance: TS/SCI Clearance

Location: Springfield, VA

Reports To: Program Manager

FLSA Status: Exempt, Full Time, Regular

Summary:

The Service Desk Manager provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.

Duties and Responsibilities:
  • Assist in providing technical assistance and support related to computer systems, hardware, or software
  • Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
  • Respond to email or chat messages for customers seeking help.
  • Walk customers through problem-solving process.
  • Run diagnostic programs to resolve problems.
  • Follow up with customers to ensure issue(s) were resolved.
  • Gain feedback from customers about system usage.
  • Run reports to determine malfunctions that continue to occur.
  • Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
  • Utilize Attempt First Call Resolution (FCR) for all requests received.
  • Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
  • Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • Bachelor's degree and 8 years relevant experience OR
  • Associate degree and 10 years relevant experience OR
  • 12 years relevant experience
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community
  • TS/SCI clearance

Knowledge, Skills and Abilities:
  • Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security CE Certification, within 6 months of hire
  • Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
  • Ability to work independently and yet be effective within a team setting
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
  • Excellent Microsoft Office skills (Word, Excel, and other applications)
  • Experience working in a home office setting
  • Ability to train end users on frequently asked technical issues
  • Ability to provide technical assistance and support over the phone
  • Good phone skills, professional demeanor, and previous customer service experience strongly desired
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-Virginia-Springfield

Organization: Chenega Agile Real-Time Solutions
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: TS / SCI
Job Schedule: Full Time Exempt
Recruiter: Shanna Perez
Req ID: 2000003444

Similar jobs