Remote Night Shift IT Help Desk Lead

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We are seeking a Remote IT Help Desk Manager to support the Internal Revenue Service (IRS) Criminal Investigation (CI).

I've never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Remote IT Help Desk Manager at Terrestris do?

Big picture, The Help Desk Specialists User Support (US) provides Helpdesk (HD) support to over 4000 customers at over 250 posts of duty (POD) nationwide and several international offices. In addition to responding to customers via the telephone and other services, contractors will help educate the customers regarding options for self-service, as appropriate, and process tickets from the various ticket queues. Employees will provide support in ensuring emails are addressed timely by responding to the email or processing the request. Employees will also provide support in resolving customers' problems via ticket queue, whether it will be reaching out to resolve an issue or escalating to a service provider for further triaging.

What your day consists of:

• Provide, maintain, and project scheduling of assigned contractors to ensure sufficient staffing appropriate to agency customer level and mission requirements

• Attend meetings with senior-level officials, contractors, and employees. provide deliverable reports.

• Gather data from contractor staff daily and conduct an analysis of the data to determine the success of the assistance based on the daily performance of the Contractor staff.

• Provide supervisory guidance to contractors.

• Report all issues to the Government Technical Manager (GTM).

• Provide administrative support for time and attendance.

• Provide a summary of ticket reviews to GTM.

• Work closely with GTM on conduct issues with contractor staff to resolution.

• Work closely with GTM on training development for contractors (e.g. new products and policies)

• Monitor contractor staff on all pertinent IRS-CI systems, including the Call Routing Application (currently Cisco Unified Intelligence Center) and Remote Tool Service Delivery software (e.g. CyberArk, Beyond Trust/Bomgar) to ensure all US HD policies are followed.

• Provide IRS-CI management with statuses as requested.

• Maintain a Daily and Weekly progress report.

• Provide analysis on US HD data as assigned by GTM or management as needed.

• Activities involved in developing and maintaining:

1. policies

2. plans

3. procedures

4. processes

5. schedules

6. guidance material

7. standards

• Providing feedback relating to knowledge articles and processes in the IRS asset management systems.

• Provide support to contractor group to ensure training and development of IT specialists.

• Provide support to peer management to ensure group participation and collaboration.

Requirements:

• Bachelors degree.

• Security Plus certification.

• 5 years of Help Desk experience with 1 of those years in a management role.

. Technical skills to provide oversight and workload management for IT SERVICE DESK assigned Contractor resources.

. Supervisory skills and experience to assign work to other Contractors, ensure work is completed timely, monitor work and adjust schedules to meet objectives and goals of CSS Information Technology Service Desk

. Ability to work independently and as a team lead\supervisor to maintain a good working environment.

. Ability to work remotely.