Help Desk Manager - Baltimore, United States - ASRC Federal Holding Company

ASRC Federal Holding Company

Verified Company

Baltimore, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Help Desk Manager - Washington, D.C.

ASRC Federal Cyber, LLC is a technical, professional services company providing state-of-the-art solutions to government and commercial clients.

Our services include custom-engineered solutions that integrate with the latest technology, resulting in advanced information technology systems; business and management consulting services to assess client needs and reengineer processes; and strategic and tactical program expertise to support continuity and provide comprehensive oversight for mission-critical initiatives.

As an IT consulting leader, we're always looking for exceptionally bright and motivated people to join our team. We are thought leaders in our market space - providing comprehensive solutions to our clients, throughout the enterprise.

If you are looking for an opportunity to use your skills in new ways, in an environment that promotes free thinking, presents positive challenges, and makes real impact - ASRC Federal Cyber is the place for you.

We are currently seeking a Help Desk Manager to work at our contractor site in the Washington, D.C. metropolitan area supporting a large data and cloud opportunity in the civilian space.

RESPONSIBILITIES

Operate an analytic and technical Help Desk to support users with research analysis as well as answers to technical questions
Manage the Help Desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Recruit, train and support Help Desk analysts and technicians
Establish best practices through the entire incident management process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on Help Desk team's productivity
Ensure that Help Desk resources are available and responsive to the end user community
Establish and follow standardized, preapproved escalation procedures and Service Level Agreements (SLAs) for both on and offpeak business hours to triage, resolve, and/or mitigate incidents and manage user alerts
Prepare and deliver communications regarding incidents to the client to include source nature of the problem, detailed information regarding the type and duration of repair needed (if known); expected downtime (when known); and user impacts
After incident resolution and within the preapproved specified timeframe, provide the client with followup notification that includes changes implemented to resolve the problem, duration of outage and confirmed user impact
Provide client with a Root Cause Analysis (RCA) within thirty (30) days of the event in the agreed upon format and level of detail
Perform other duties as required and assigned

REQUIREMENTS:

Bachelor's Degree in Computer Science or related field
Active ITIL v3 or higher certification
5+ years of experience in Help Desk management
Experience preparing project cost estimates to include but not limited to, labor, travel, equipment and software
Successful client reporting and customer liaison experience
Experience with Help Desk scheduling and Workforce Management
Professional written and verbal communication skills
Ability to make sound independent judgments within established policies and procedures

Preferred

Master's Degree in related field of study or equivalent years of experience
HDI Certification
Help Desk management experience supporting the Centers for Medicare and Medicaid Services (CMS)

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled