Yesterday
Secret
Senior Level Career (10+ yrs experience)
$125,000 - $150,000
IT - Support
Randolph AFB, TX (On-Site/Office)
The AF/A1 Digital Transformation Activity (A1 DTA) mission is to deliver a global 24/7 Total Force personnel service capability providing integrated, standardized systems for 1.7 million Total Force Airmen, retirees, and family members. The contractor shall provide Tier 1 troubleshooting and requests for assistance in accessing or utilizing applications supporting the military and civilian human resources applications. This will be accomplished by communicating via incoming calls, emails, live chats, and self-service incidents on the A1 DTA production environment.
The volume of calls for this task is estimated to be approximately 8,000 per month.
Federated IT seeks a highly qualified Help Desk Manager who provides leadership and management support for contractor personnel assigned in support of the Field Support task. The Help Desk Manager shall provide supervision and training of assigned personnel to ensure a high level of proficiency and customer service.
Help Desk Manager to perform the following tasks:
• The contractor shall utilize existing task instructions and procedural guidelines for use in instructing newly assigned personnel and administers recurring training for contractors performing Service Desk Support.
• The contractor shall create a trouble ticket in the incident management application for each phone call and email incident, problem, or request reported by the customer. Monitor the A1 Service Desk (A1SD) group email inbox daily and create trouble tickets for all incidents, requests and problems submitted. Trouble tickets shall be categorized and assigned in accordance with established procedures. Create, reset, and unlock user accounts and passwords for assigned applications. All incidents should be resolved or escalated to Tier II technical personnel.
• If the problem is determined not to be related to a technical issue with A1 DTA managed applications when triaging customer concerns, the customer shall be redirected to the appropriate point of contact. The contractor shall Notify the Dashboard Operator and all contractors performing service desk support when customers report an unscheduled incident impacting system availability and/or accessibility. In addition, the Help Desk Manager shall ensure contractors are notified when the incident has been resolved.
• Ensure existing Tactics, Techniques and Procedures (TTPs) are accurate and updated as changes in processes occur. Changes and updates will be provided by and/or coordinated with the Government.
• Ensure contractors are logged in to the telephone system and available to take incoming calls during normal business hours which are 0600 to 2300 M-F and 0700 to 1600 one weekend per month. Ensure the average “Not Ready” state is ≤ 22% on a daily basis for each contractor. Ensure each contractor does not exceed five (5) “Ring on No Answer” (RONA) calls during all shifts.
• The contractor shall provide continuous maintenance control dashboard operations support activities during each shift. Normal hours of operation for day shift DBO are 0700-1600 and evening shift are 1600-2300.
• Day Shift DBO shall perform dashboard operations, problem and change management support services aimed at enhancing the efficiency, effectiveness, and responsiveness of IT operations staff. Problem management occurs when the availability and/or accessibility of an A1 DTA supported system or application is negatively impacted. Change management involves scheduling maintenance, patching and upgrades of systems and applications on the A1 DTA production environment.
• The contractor shall review, modify, and store the DBO TTP on the restricted drive or appropriate platform. Facilitate processing of problems, to include opening the problem in the Problem Management System, tracking and updating the problem as status changes. When required, the day shift DBO send the Notice to Airman (NOTAM) within 15 minutes of notification. Ensure event information is reviewed and updated daily for accuracy. Incidents are reported or identified to the DBO via customer phone calls, email, and/or by A1 DTA technical personnel. Transfer problem information from the Incident Form to the Problem Management System. Review and monitor the Problem Management System to ensure current and accurate data (on-call listing, critical server listing, functional system administrator listing, guidance, etc.) is entered no later than the second Monday of each month. Ensure the DBO working after normal duty hours has the necessary information and guidance to manage incidents impacting application availability and/or accessibility prior to shift change Monday through Friday.
Required Experience and Years of Experience (Minimum): 3 years of experience for overall responsibility of help desk operations associated with the identification, prioritization, and resolution of reported problems. Experience ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Helps maintain responsibility for development, maintenance, and integrity of help desk software.
The volume of calls for this task is estimated to be approximately 8,000 per month.
Federated IT seeks a highly qualified Help Desk Manager who provides leadership and management support for contractor personnel assigned in support of the Field Support task. The Help Desk Manager shall provide supervision and training of assigned personnel to ensure a high level of proficiency and customer service.
Help Desk Manager to perform the following tasks:
• The contractor shall utilize existing task instructions and procedural guidelines for use in instructing newly assigned personnel and administers recurring training for contractors performing Service Desk Support.
• The contractor shall create a trouble ticket in the incident management application for each phone call and email incident, problem, or request reported by the customer. Monitor the A1 Service Desk (A1SD) group email inbox daily and create trouble tickets for all incidents, requests and problems submitted. Trouble tickets shall be categorized and assigned in accordance with established procedures. Create, reset, and unlock user accounts and passwords for assigned applications. All incidents should be resolved or escalated to Tier II technical personnel.
• If the problem is determined not to be related to a technical issue with A1 DTA managed applications when triaging customer concerns, the customer shall be redirected to the appropriate point of contact. The contractor shall Notify the Dashboard Operator and all contractors performing service desk support when customers report an unscheduled incident impacting system availability and/or accessibility. In addition, the Help Desk Manager shall ensure contractors are notified when the incident has been resolved.
• Ensure existing Tactics, Techniques and Procedures (TTPs) are accurate and updated as changes in processes occur. Changes and updates will be provided by and/or coordinated with the Government.
• Ensure contractors are logged in to the telephone system and available to take incoming calls during normal business hours which are 0600 to 2300 M-F and 0700 to 1600 one weekend per month. Ensure the average “Not Ready” state is ≤ 22% on a daily basis for each contractor. Ensure each contractor does not exceed five (5) “Ring on No Answer” (RONA) calls during all shifts.
• The contractor shall provide continuous maintenance control dashboard operations support activities during each shift. Normal hours of operation for day shift DBO are 0700-1600 and evening shift are 1600-2300.
• Day Shift DBO shall perform dashboard operations, problem and change management support services aimed at enhancing the efficiency, effectiveness, and responsiveness of IT operations staff. Problem management occurs when the availability and/or accessibility of an A1 DTA supported system or application is negatively impacted. Change management involves scheduling maintenance, patching and upgrades of systems and applications on the A1 DTA production environment.
• The contractor shall review, modify, and store the DBO TTP on the restricted drive or appropriate platform. Facilitate processing of problems, to include opening the problem in the Problem Management System, tracking and updating the problem as status changes. When required, the day shift DBO send the Notice to Airman (NOTAM) within 15 minutes of notification. Ensure event information is reviewed and updated daily for accuracy. Incidents are reported or identified to the DBO via customer phone calls, email, and/or by A1 DTA technical personnel. Transfer problem information from the Incident Form to the Problem Management System. Review and monitor the Problem Management System to ensure current and accurate data (on-call listing, critical server listing, functional system administrator listing, guidance, etc.) is entered no later than the second Monday of each month. Ensure the DBO working after normal duty hours has the necessary information and guidance to manage incidents impacting application availability and/or accessibility prior to shift change Monday through Friday.
Required Experience and Years of Experience (Minimum): 3 years of experience for overall responsibility of help desk operations associated with the identification, prioritization, and resolution of reported problems. Experience ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Helps maintain responsibility for development, maintenance, and integrity of help desk software.
group id: 91099906
