4034 IT Service Desk Manager

OVERVIEW :

The Manager will manage the Support Desk and oversee staff assigned to help desk activities. Candidate will be required to have experience providing support and managing in a Federal Government environment. The Support Desk Manager will communicate with customers calling for support on policies and/or support with e-Library system and will be required to become very familiar with policies and guidelines. The candidate will utilize practical knowledge of the organization's systems, applications, regulations, and best practices. Experience supporting document/records management system is preferred.

GENERAL DUTIES:

• Proactively route all incidents and service requests, and resolve business requests pertaining to business applications, and in accordance with the NNSA Service Desk standard operating procedures.
• Produce a routine performance and trend analysis reports, to include mitigation recommendations.
• Provide management support during standard business hours, respond to support desk calls and initiate tickets as appropriate.
• Manage quality of all support services provided by the Service Desk, including ticket metadata, timeliness, customer engagement, escalations, and overall quality of work performed.
• Attempts first resolution of any business incidents, utilizing provided scripts, Knowledge Based Articles (KBAs), etc. Reference KBAs where appropriate prior to escalation.
• Escalate all incidents where unable to resolve with appropriate communication.
• Upon request, provide inputs for stakeholder communications (internal and external) and trainings.
• Manage and maintain Knowledge Based Articles.

REQUIRED QUALIFICATIONS:

• Bachelor's degree and 14 years, Masters and 12, or PHD and 9 years' experience.
• 15 years relevant experience required.
• Experience managing a desk side support team including hands-on experience troubleshooting and resolving Tier I and Tier II issues
• Experience in a Federal Government environment
• Experience managing teams of 15+ people with multiple leads
• Experience with managing relationships with a federal customer

DESIRED QUALIFICATIONS:

• ITIL certified
• Experience managing employees at remote sites

CLEARANCE:

• Active Top Secret or DOE Q level clearance minimum