• Help Desk Manager (TS clearance required)

    Job Locations US-IN-Indianapolis | US-OH-Cleveland
    Posted Date 3 months ago(12/7/2018 10:54 AM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    The Help Desk Manager shall be responsible for day-to-day customer service and inbound calls related to computer issues. The Help Desk Manager shall oversee a group of skilled help-desk staff that ensures ported problems are resolved in a timely manner within the defined level of service performance expectations.  


    The Help Desk Manager shall ensure that reported problems are captured, tracked, monitored, resolved, and closed to the satisfaction of the customer. The Help Desk Manager shall ensure that Help Desk staffing is sufficient to meet user demand.  The Help Desk Manager shall ensure that Help Desk metrics are reported to the DMS Team and COR.


    The Help Desk Manager shall have the following experience, skills and credentials:


    • A minimum of three years progressive experience managing a centralized help desk and leading a team of technical staff to support a customer base.
    • Ability to work on multiple tasks simultaneously in a high pressure customer service environment.
    • Proven ability to train help desk staff to provide technical support and excellent customer service.
    • Industry certification as a Help Desk Manager is required; acceptable certifications include but are not limited to ITIL Certified Service Manager and HDI Help Desk Manager.
    • The Help Desk Manager shall also possess at least one of the following certifications: A+, Network+, Security+, (ISC)2 CAP, GSLC, CISSP or SSCP
    • Excellent communication and collaborative skills with demonstrated ability to present material effectively to all levels of staff.
    • DoD security clearance at the top secret (TS) level


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