Abacus Technology

Service Desk Manager

US-VA-Quantico
5 months ago
Job ID
2017-2691

Overview

Abacus Technology is seeking a Service Desk Manager to oversee a team providing enterprise level technical support for the Office of the CIO (OCIO) at the Defense Security Service (DSS).  This is a full-time position.

Responsibilities

  • Oversee the help desk and desktop technicians and ensure that end users are receiving the appropriate assistance. 
  • Manage the processing of incoming calls to the help desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. 
  • Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all support functions. 
  • Establish and enforce help desk service levels agreements (SLA) to establish problem resolution expectations and timeframes. 
  • Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. 
  • Monitor and test fixes to ensure problems have been adequately resolved. 
  • Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications as necessary. 
  • Track and analyze trends in help desk requests and generate statistical reports. 
  • Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations to management team. 
  • Identify, recommend, develop, and implement help sheets, user guides, FAQ lists, and training programs to increase end user computer literacy and self-sufficiency. 
  • Oversee the development, implementation, and administration of help desk staff training procedures and policies. 
  • Conduct research on emerging products, services, protocols, and standards in support of the help desk.

Qualifications

10+ years experience including at least 5 years experience as a technician providing service desk or desktop engineering support. Bachelor’s degree in a related field desired. Experience managing a team of at least 20 in support of IT Service Desk, Desktop Engineering, and Unified Communications requirements. Experience supporting VIPs and Senior Government Executives customers with information technology requirements. Experience managing remote teams and supporting remote users. Experience as a technician performing operating and performing advanced configurations with System Center Configuration Manager (SCCM) is desired. Experience implementing process improvements or automations within an IT Service Desk, Desktop Engineering, or Unified Communications environment is desired. Must have extensive experience with desktop and server hardware and operating systems. Experience managing help desk/service desk operations at the tier 1 and 2 levels. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Demonstrated progressive experience in the management of a technical support team. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Exceptional written and oral communication skills. Able to effectively prioritize and execute tasks in a high-pressure environment. Must be a US Citizen and hold an active Top Secret clearance with SCI eligibility.

 

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

 

EOE/M/F/Vet/Disabled

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