IT Service Desk Manager

Computer World Services


Date: 2 weeks ago
City: Washington, DC
Contract type: Full time
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


EOE AA M/F/Vet/Disability


EEO is the Law:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf







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Job Snapshot



Employee Type

Full-Time


Location

Washington, DC


Job Type

Government, Information Technology, Other


Experience

Not Specified


Date Posted

12/25/2022


Job ID

3681/2607/16219

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