Vacancy expired!
- Design, document, and implement Help Desk processes and procedures with support from program and project stakeholders.
- Design and deliver Help Desk training to Help Desk Analysts that supports and ensures their ability to assist customers with the issues supported by the Help Desk.
- Monitors incidents and tracks resolution within the customer Service Level requirement and ensures Help Desk staff document all steps taken using the knowledge articles and other resources provided.
- Monitors performance and ensures adherence to Help Desk ticket handling procedures. This may include escalation to functional and/or technical teams for urgent and special consideration issues and/or incidents.
- Follows up with program/project/client stakeholders to ensure issues and/or incidents are resolved, and customers are satisfied with the resolution and level of service received.
- Iterates and improves training, knowledge base, and other resources that support Help Desk staff to assist customers and resolve issues quickly and efficiently.
- Develop and maintain knowledge of program/project/client business applications, environments, and processes - including understanding Service Level Requirements (SLRs) and how systems and processes affect achievement of those SLRs.
- Strives to build the capabilities of teammates, including developing and mentoring team members and accepting mentoring and development from program/project/client stakeholders.
- Focuses on continuous service improvement, including seeking opportunities to improve own knowledge, skills and performance and being receptive to constructive criticism and feedback.
- Provides input for program/project/client reports as needed.
- Other supporting duties as directed:
- Oversees and manages a team of Help Desk Analysts in performing a variety of basic user-problem analyses. Ensures that all customer inquiries and issues are addressed and resolved within a timely manner.
- Updates and maintains all policies and procedures related to the Help Desk.
- Conducts employees' annual reviews and evaluations.
- Acts as final point of escalation for all customer issues and questions if they cannot be triaged by a Help Desk Analyst or team lead.
- Responsible for all communication directly with the government customer in regards to policies, procedures, and help desk functions.
- Ensures all necessary reviews and approvals for salary changes are received. Initiates and implements corrective action plans for all employees working on the Help Desk.
- Ensures appropriate staffing levels are maintained. Creates job requisitions, reviews candidate applications, conducts interviews, and selects new hires.
- Ensures that goals or objectives of the Help Desk are accomplished within prescribed time frame and funding parameters. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of the Help Desk.
- Functions collaboratively as part of a fast-paced, customer oriented team and performs effectively as a member of a program team.
- Builds and maintains working relationships with team members, vendors, client, and other departments partnering with the Help Desk.
- Overall responsibility for leading the program, department, or functional area as designated.
- Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
- Bachelor's Degree; Information Technology preferred.
- 5-8 years in customer support or help desk for personal computers and software applications
- 5+ year(s) in customer service or public relations
- Experience with incident tracking systems
- Experience with knowledge management systems preferred
- ITIL Foundations Certified preferred
- HDI Support Center Manager desired
- Must be detail oriented, as well as able to work well with clients.
- Must demonstrate leadership skills including organizing, planning, scheduling, and coordinating workloads to meet established deadlines.
- Demonstrated ability to write business and technical reports and to participate in presentations.
- Strong interpersonal skills to effectively interface with all levels of employees, management and outside representatives.
- Ability to resolve complex and diverse technical and management issues.
- Strong computer, written and verbal skills.
- Knowledge of ITIL framework and processes.
- Prior military experience or knowledge and experience with Federal Government Civilian workforce is a plus.
Vacancy expired!