Help Desk Manager

Clearance Level
None
Category
Help Desk
Locations
Washington, District of Columbia
North Miami Beach, Florida

REQ#: G2019-56097

Public Trust: None
Requisition Type: Regular

Role will manage and lead a team of IT Professionals providing remote support to individuals in a global enterprise environment.

 

Duties and Responsibilities

 

  • Provide Management and Leadership to Tier 1 Team.
  • Provide metrics reporting and trend analysis to maintain quality support.
  • Provide and update SOP's and Processes to improve team performance.
  • Coordinate support with other functional leads to facilitate quick resolution of issues.
  • Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
  • Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
  • Actively participate in continual improvement working group.
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BA/BS Preferred

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Clearance: Secret

Minimum 10 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.

Preferred: MCP (Microsoft Certified Professional), CompTIA Security+

ITIL Intermediate Service Lifecycle category

Experience with ITSM tools such as Remedy and ServiceNow

Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.

Experience with Microsoft Office Applications, Active Directory, IT Support

Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.

" 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.