IT Service Desk Manager Job at Computer World Services
Company Overview
Computer World Services Corp (CWS) provides comprehensive Mission Critical and Enterprise Information Technology services and support to the Federal Government. CWS strives to promote a work environment where our professionals feel empowered, engaged, and part of a family. Our corporate culture embraces diversity, nurtures professional growth, and rewards hard work. CWS seeks motivated, client-focused individuals to join our growing organization.
This position will support the mission of Office of Financial Research (OFR) within the Department of Treasury. OFR supports the Financial Stability Oversight Council (FSOC) in promoting financial stability by: collecting data on behalf of FSOC; providing such data to FSOC and member agencies; standardizing the types and formats of data reported and collected; performing applied research and essential long-term research; developing tools for risk measurement and monitoring; performing other related services; making the results of the activities of the OFR available to financial regulatory agencies; and assisting such member agencies in determining the types of formats of data authorized to be collected by such member agencies.
Job Description
CWS is seeking a Senior Help Desk Manager to manage the performance of the OFR Help Desk and desk side services to users. The Senior Help Desk Manager will provide day-to-day oversight of the Service Desk staff to ensure efficient and timely first and second level support are achieved in line with the contract, and that customer expectations are met or exceeded. Responsible for establishing relationships with other IT functional areas, identifying areas of improvement, and developing a monthly metrics program. Responsible for the technical direction, leadership, training, supervision, mentoring and performance of staff. Coordinates with vendors, stakeholders, or clients.
Job Requirements:
Key Tasks and Responsibilities
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, ensuring all SLAs are met
- Demonstrated experience in continuous process improvement initiatives, root cause analysis and user problem resolution
- Proactively identify process improvement opportunities, including end-user training tools and documentation.
- Research and resolve issues in a timely manner in accordance with standards
- Help identify problem areas and problem trends, and assist in finding solutions
- Knowledge of remote desktop connectivity applications (i.e., Horizon, LogMeIn, Microsoft RDP, VPN)
- Active Directory Administration and network account support proficiency
- Initiate and engage 3rd party vendors to resolve issues when necessary
- Works directly with users to troubleshoot and support incidents regarding custom applications and systems issues when necessary
- Respond to customer requests for support via telephone and e-mail and tickets
- Participate in after-hours support rotation
- Maintain IT device inventories as instructed by supervisors.
- Assist with support for video / audio conferencing systems including Zoom and Teams. Investigate faults and recommend further actions to rectify
- Create and maintain Standard Operating Procedures for supporting the Help Desk and customer operations
- Assist Program Offices in developing standard resolutions for common user problems
- Maintain hardware and software inventory, warranties, maintenance support agreements, software licensing, and accountability for equipment purchases/upgrades
- Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.
- Identify and resolve problems with all automation hardware, software, systems and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.
- Document all requests or resolutions in OFR ticketing systems - OFR Trouble Ticketing System.
- Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.
- Install, configure and troubleshoot common Network Protocols, to include, but not be limited to, TCP/IP and wireless protocols.
- Install, troubleshoot and perform repairs for terminals, mobile devices, peripherals and software.
- Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, FAXs and other software and peripherals.
- Generate and provide requested reports derived from information contained in OFR Trouble Ticketing System, update the customer on high priority issues
- Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers.
Education & Experience
- Bachelor’s Degree desired. High School diploma required
- 7-10 years of IT operations experience. Relevant experience and/or certifications may be substituted for degree requirements
- Experience supporting an Office 365 environment
- Experience with Active Directory, Print Management and VMware
- Experience creating training materials and designing curriculums for various IT related material
- Experience supporting an iPhone environment
- Must possess a motivated and team player work ethic
- A self-starter with the ability to take ownership of issues and work on their own at times and find creative ways to resolve issues or put work-arounds in place
- Experience in a Microsoft computer support environment
- ServiceNow experience a PLUS
- Excellent communication, writing, and interpersonal skills
Certifications
- IT Certifications a PLUS (A+, Security+, ITIL)
Security Clearance
- Agency Specific
- US Citizen or permanent resident
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- n/a
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138 or URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Washington, DCJob Type
Government, Information Technology, OtherExperience
Not SpecifiedDate Posted
02/25/2023Job ID
3681/2607/16219Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.