IT Service Desk Manager - Top Secret cleared

ob Responsibilities:

The Help Desk Manager is responsible for ensuring an outstanding level of customer service by providing direct Tier I, Tier II and Tier III Customer Service Center support to the user community for our client in Washington DC. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. Qualified individuals will manage day to day activities by supervising the Help Desk technical support staff and leading the Help Desk in engaging in more proactive planning, support, and organizing the Help Desk to be flexible and adaptable team in meeting the changing needs of the organization. The Help Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded. The candidate will need to use their years of experience to formulate, collect, analyze and present business metrics for the purposes of determining areas of improvement and the health of the Help Desk support team and the customer service they provide.

Key Responsibilities

• Oversee 100% of the requests, incidents and problems
• Manages and coordinates urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Train, coach and mentor Customer Service Agents/Desktop Support Specialists (Level 1 / 2) including career development
• Oversee staff activities
• Builds/obtains (from other departments) training material for support staff
• Schedule employees working times and provide backup support. Interact with internal and external customers
• Drive Ticket Deep Dive and develop strategies for improvement
• Ensure Knowledge Base Articles are available for technicians to use
• Monitor and manage ticket queues
• Gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in call center issues
• Provide productivity, service level, and key performance metrics in support of business objective
• Oversee Solutions repository and ensure top quality solutions are available to the staff
• Develops an effective and workable framework for managing and improving customer IT support in the organization
• Advise management on situations that may require additional client support or escalation
• Collect and consolidate data across multiple data sources, develop and implement process improvements and automate where possible
• Manage process for communicating outage/emergency activities to the organization
• Manage and maintain communications with government leads and Task Monitor
• Review survey feedback to improve services, tools and support experience
• Keep confidential all applicant, client, and verification and company proprietary information
• Continuously review reporting requirements and current data collection methods to ensure efficiency. Work with teams to collaborate on the most efficient way to report and retrieve data
• Apply subject matter knowledge to high-level analysis, collection, design, development, integration, installation, documentation, implementation and maintenance of BMC FootPrints product suite.
  • Production support analysis and issue resolution for the FootPrints application and its integration points into Active Directory, Asset Manager and other databases
  • Design, develop, maintain and support the FootPrints application environment
  • Works with users and project managers to implement different business needs for ticketing systems and assist with application testing and user training
  • Maintain and monitor the FootPrints application’s server environment
  • Assess all performance-related issues with the FootPrints application
  • Work with users to define and work toward a resolution for problems with the application
  • Work with Database Administrators and IT Operations to resolve technical issues and identify optimal solutions
  • Provide support and troubleshoot issues related to all Footprints
  • Maintain the security and confidentiality of information accessible on managed systems
  • Participate in the IT Change Management process, including drafting plans, system testing and application of controls for all updates made to a test or production environment
  • Update, monitor, manage and resolve tickets associated with the Footprints environment
  • Cross-train other team members to provide backup support
  • Provide backup support for other team members

Additional Roles and Responsibilities:

• Proficiency in Microsoft Office applications, desktop systems, and applications
• Working knowledge of a range of diagnostic utilities
• Demonstrated progressive experience in the management of a technical support team
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service focus
• Developer-level knowledge of the FootPrints system.
• Experience with FootPrints version 10 or higher
• Experience with third party tools such as ODBC, JAVA, XML SOAP Web Services, and JAVA/Perl API.
• Experience in a development environment working with test and production support organizations
• 5+ years of FootPrints Administration & Development experience. Expertise with SQL and JAVA/ PERL API
• Understanding of FootPrints architecture. Knowledge of Incident/Asset/Change Management and Service Management applications is a plus.
• Good understanding of SQL database architecture, concepts and administration
• Working knowledge of ITSM & ITIL best practices.

Clearance: Top Secret

Minimum Years of Experience: 10 Years

Minimum Education: Bachelor’s degree in Computer Sciences, Information Systems, Communications or related discipline or extensive demonstrated equivalent experience and 10 years’ experience; or without degree 12 or more years of experience related to position.          

Desired Certifications:

• ITIL v4 Foundations
• HDI Support Center Manager