General Dynamics Information Technology is seeking a Manager for Desktop/Helpdesk Support (key position) to join our team in support of our client, the National Institutes of Health (NIH) and the Office of the Director IT Support Services Contract. Support includes 24x7 on-call duty support for monitoring of critical systems and for VIP support. Our team focuses on maintaining excellent customer experience as it relates to service requests and maintain and improve interoperability between IT infrastructure systems. Tier 2 level.
This is an onsite position at NIH in Bethesda, Maryland.
Manage a team of 22 Desktop Engineers that support 2,700 end-customers residing in approximately 20 buildings.
Conducts technical training and product briefing with customers, vendors and company representatives.
Relies on experience and judgment to plan and accomplish goals, lead tasks, manage deskside support tickets involving both Windows and MacOS / devices, and ensures performance against Service Level Agreements (SLAs).
Coordinate incident / problem resolution for outages and multi-user issues with the Service Desk.
Provides excellent service and customer support onsite and during field visits or dispatches.
Oversees the team providing deskside support to end users, including laptop / mobile equipment delivery, user-instructions and troubleshooting.
Manages on-site installation, repair, maintenance and testing tasks, sometimes using “remote hands” or “smart hands” techniques.
Handle customer escalations that require quick diagnoses of errors or technical problems and proper solutions.
Create, document, update, and ensure team compliance with standard operating procedures (SOPs) and knowledge base (KB) articles.
Conduct and facilitate regular meetings with team with a focus on improving technical support knowledge and skills.
Cooperates with technical teams and shares information across the organization.
Gather customer requirements and evaluate the environment to make appropriate recommendations and build positive relationships with customers.
Generate and analyze metrics and reports (both required and ad-hoc) to manage team performance and meet customer deliverables and data calls.
REQUIRED QUALIFICATIONS AND EXPERIENCE:
Bachelors and 10+ years user-centric Windows/Apple IT support and / or IT help-desk experience or the equivalent combination of experience/education
ITIL® v3 or v4 Foundations Certification required
Candidate must possess or be able to obtain a US “Public Trust” clearance
Any of the following certifications: ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate: Windows 8, Microsoft Certified Solutions Associate: Windows 7, and Microsoft Certified Solutions Engineer Desktop Infrastructure
Experience managing a team of 20+ desktop support technicians
Ability to work flexible shifts and to adapt to changing work schedules, provide assistance on-call when necessary – Core hours 7a-6p Monday through Friday
Experience managing staff to SLAs
Experience running and analyzing reports from ticketing systems or ServiceNow
DESIRED QUALIFICATIONS AND EXPERIENCE:
Apple Support: experience supporting domain joined Mac devices in enterprise environment Familiarity with GSA environment and administrative processes
Additional technical knowledge and / or experience with VPN and Citrix for remote access; images and imaging desktops and laptops; Active Directory, Group policies, and networking; supporting mobile devices
Experience supporting and maintaining user account information including rights, security and systems groups.
Experience diagnosing and troubleshooting server and network issues
Good experience with Microsoft Office Suite including Word, Project, and Excel, Adobe Acrobat
Experience supporting the NIH customer
Ability to troubleshoot, test, repair and service technical equipment
Familiarity with mobile tools and applications
Commitment to providing excellent customer service to our customers
Ability to work in a fast-paced SLA driven environment and work well in a team setting
Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.