What are the responsibilities and job description for the Help Desk Manager position at CSS Federal?
About the Role:
In anticipation of an award, CSS Federal is seeking a Help Desk Manager for a program in Washington, DC.
Support ticket management, including identifying trends, open issues, and areas for improvement. Make recommendations for process improvement, including policy and procedures, training, and implementation of tools for productivity. A final area of responsibility is metric reporting as part of a continuous improvement program. Recommend modifications in technical controls, policies, and procedures.
Provide management of desktop help desk operations teams comprised of up to 20 technicians responsible for Level 1, Level 2, and Level 3 incidents. Technical incidents include a range of hardware, software, application, network, and mobile device maintenance. Job entails the identification of trends, meeting / exceeding service and quality levels, making recommendations for process improvement, and engaging with both end-users as well as customer stakeholders. Make recommendations for process improvement, including policy and procedures, training, and implementation of tools for productivity.
In accordance with applicable law and Company policy, full vaccination against COVID-19 is required for this position, and proof of full vaccination status will be required on the first day of employment.
Responsibilities:
**This role fulfills an open requirement for Tantus' protégé firm, CSS.**
In anticipation of an award, CSS Federal is seeking a Help Desk Manager for a program in Washington, DC.
Support ticket management, including identifying trends, open issues, and areas for improvement. Make recommendations for process improvement, including policy and procedures, training, and implementation of tools for productivity. A final area of responsibility is metric reporting as part of a continuous improvement program. Recommend modifications in technical controls, policies, and procedures.
Provide management of desktop help desk operations teams comprised of up to 20 technicians responsible for Level 1, Level 2, and Level 3 incidents. Technical incidents include a range of hardware, software, application, network, and mobile device maintenance. Job entails the identification of trends, meeting / exceeding service and quality levels, making recommendations for process improvement, and engaging with both end-users as well as customer stakeholders. Make recommendations for process improvement, including policy and procedures, training, and implementation of tools for productivity.
In accordance with applicable law and Company policy, full vaccination against COVID-19 is required for this position, and proof of full vaccination status will be required on the first day of employment.
Responsibilities:
- Accountable for quality work delivery across all aspects of the help desk / service desk contract, program, and operations. Must be focused on operations and maintenance areas of the program, including helpdesk, training, user/stakeholder communications and outreach, resource staffing, meeting SLAs, and other customer service-related activities involving IT
- Accountable for process improvements and pro-active team-wide changes that support ITIL v3.1 or ITIL v4 governance
- Manages day-to-day operational aspects of the project and scope, including coordination of deadlines, training, and other activities to provide effective system changes and process execution.
- Facilitate information sharing and coordination across work-streams, including program-level team meetings, management meetings, status meetings, brown bag lunches, team social events
- Identify integration points, potential efficiencies and external dependencies among product-level schedule
- Design, develop, contribute to, and maintain management plans, such as program and project management plans, OCIO-level contract deliverables, risk and issue management plans, schedule management plans, communication management plans, quality management plans, and other required artifacts such as a decision log or action items list
- Establish and maintain a repository of contract/program- related documents
- Analyze contract pain points and gaps and make process improvement recommendations; implement recommendations as required
- Provide ad hoc reports to address topics or issues as requested by clients. These include but are not limited to white papers, options papers, executive summaries
- Establish and monitors schedules. Identifies resources needed and assign individual responsibilities
- Builds a knowledge base of our client's business, systems and objectives
- 5 years of IT Service Desk / Help Desk Management experience
- Bachelor's Degree in Computer Science, IT Systems, Business, Engineering, or related field of study. Additional years of relevant experience can be used in leiu of a Bachelor's Degree.
- Working knowledge of ITIL and ITIL certification. If you don't have ITIL certification, must be willing and able to obtain the certification 3 months after first official day of work.
- Certified Help Desk Manager (CHDM)
- MS Certification
- Workforce planning
- Labor resource optimization
- Lean Six Sigma
- Agile SAFe
- Enterprise IT Portfolio Management
- #JT
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