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SalaryTIAG is now hiring an experiencedHelp Desk Manager to join our team supporting our customer at an onsite capacity. This Help Desk Manager position requires a Secret clearance or higher to be processed before starting work. This position reports onsite at the customer site.
The Help Desk Manager will help develop, lead, and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction and timeliness. The candidate for this position will have demonstrated experience in IT Support management and will be the primary interface and front-line leader managing the Help Desk. This position requires a proven track record of exceptional customer service skills with a deep understanding of IT support processes and operational efficiency. The Help Desk Manager’s role is to oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance.
Position Responsibilities:
- Manage and oversee ticket tracking systems such as ServiceNow to assign, review, and ensure proper routing of tickets, and close them.
- Manage a team of technicians to perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
- Manage prioritization and resolution of issues
- Develop and manage Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
- Monitor and report compliance with established SLAs.
- Create, maintain, and manage detailed troubleshooting in the knowledge management repository.
- Identify, document, and implement Service Desk best practices
- Developing a performance measurement framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills.
- Create and maintain quality indicators of the department's services for problem and change activities.
- Improve usage of Service Desk resources and increase productivity of the team.
- Establish and maintain a service-oriented Service Desk culture.
- Participate in the On-Call Incident Management rotation.
- Provide leadership, supervision, and daily guidance to Service Desk staff.
- Perform client follow-ups to verify final resolution and determine satisfaction level.
- Ensure that all phases of Service Desk work are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- Ability to pull computer/server logfiles and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Recall from memory in a timely manner established computer support techniques.
- Up to 5% Local Travel may be required for this position.
- As needed, perform troubleshooting for computer break-fix processes and software upgrades.
Required Experience:
- 4+ years related experience in a Help Desk Manager role, preferably in a healthcare environment.
- Experience with remote access software, Office Automation Software Suites, and a knowledge of Operating Systems and Networking.
- Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
- An understanding of the military community
- Ability to obtain a Secret Clearance
- Experience and using Windows 10 and Microsoft Office 2010 Products
- Bachelor's Degree or 6 years of experience
- AT Level II or IAM Level I required (ex. Security+)
- Environment Certification such as CompTIA A+, CCNA, or Net+ or other Windows Environment Certification is required to start.
- ITIL Certification preferred
TIAG is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. TIAG's policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, TIAG maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified minorities, women, individuals with disabilities, and protected veterans.
