What are the responsibilities and job description for the IT Tier 2 Support Manager position at Booz Allen Hamilton?
IT Tier 2 Support Manager
Key Role:
Manage Tier 2 support staff within the Help Desk support model for IT-related support. Monitor work against Service Level Agreements (SLAs) and maintaining performance levels. Monitor and analyze the Tier 2 support efforts across the IT organization to determining where efficiency and user experience can be improved. Network across the IT organization and collaborating with Tier I and Tier 3 support groups. Analyze and report data. Recommend needed changes to the organization. Due to the nature of work performed within this facility, U.S. citizenship is required
Basic Qualifications:
- Experience in a tiered support model environment
- Experience with reporting and analyzing data
- Experience in customer service in a technical environment
- Ability to communicate with staff at different levels of leadership
- HS Diploma or GED
Additional Qualifications:
- Experience with managing staff
- Possession of excellent research and problem-solving skills
- Bachelor’s Degree
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