Overview
Senior Help Desk Manager / Lead
Location: Arlington, VA 22209
US Citizen with Active Top Secret/SCI Clearance
Responsibilities:
- Provide 24x7x365 Tier Service Desk/Call Center support via phone, email, web interface and fax.
- Establish and maintain an incident management IT service assisting customers with triaging, basic troubleshooting, answering questions, responding to service requests, noting complaints and/or comments
- Resolve escalated enterprise customer problems and fix reported enterprise system problems along with timely and proactively communicating the status of known outages or issue resolutions conveyed to the user community
- Provide immediate response in acknowledging customer complaints (within 15 minutes of recording the customer complaint)
- Maintain the customer satisfaction rating for all “Out of Scope” IT Service ticket closures
- Maintain and report the quarterly average duration to close “Out of Scope” IT Service tickets
- Perform all activities related to running a service support center (i.e., incidents management, problem management and request fulfillment) to maximize the availability of services and systems
- Provide Single Point of Contact End-User Services including managing toll-free support for logging, tracking, resolution and reporting of Service Center Incidents and Service Requests for all -supported environments.
- Provide a stable Service Center environment and effectively and efficiently perform procedures.
- Perform Service Request and Incident Management Services associated with end-to-end Incident Management processes including escalation to Level 2 and Level 3 specialists
- Perform Remote Device and Software Management Services in support of managing, maintaining and troubleshooting devices and software remotely over the Network
- Provide End-User Administration Services in support of managing and coordinating account activation, termination, Changes and expiration, and the management of End-User LAN
- Provide IMAC Services in support of end-to-end management and coordination of IMAC Service Requests including gathering the business requirements, providing authorization, logging the request, and facilitating fulfillment
- Provide Self-Help Support Services associated with Interactive Voice Response (IVR) capabilities, out of prime-time voice messaging with guaranteed call-back response, Intranet based automated Self-Help Support, etc.
- Provide Catalog Procurement Services associated with developing and maintaining an online product catalog available to approved End-Users for the procurement of approved products
- Provide Exception Requests Services associated with fulfilling End-User requests for products or Services that are outside of standard policies
Required Skills:
- Bachelor’s Degree with Min 5 years’ experience
- Experience supervising a team is required
- Service Desk Manager Certification (Preferred)
- ITIL V3 intermediate or Expert (Preferred)
Find one job in US 