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Help Desk Manager

Help Desk Manager

GDITRosslyn, VA, USA
30+ days ago
Job type
  • Full-time
Job description

Job Description : Help Desk Manager

The Help Desk Manager will provide guidance & support for the U.S. Department of State (DOS), Bureau of Population, Refugees, and Migration (PRM) Refugee Processing Center (RPC) Operations. The scope of responsibility includes components of overseas and domestic refugee case processing, Information Technology (IT) infrastructure and network support, the maintenance and enhancement of PRM’s refugee case processing software and data analytics capabilities, and cybersecurity compliance according to DOS policy and guidelines.

HOW THE HELP DESK MANAGER WILL MAKE AN IMPACT

  • Ensures the provision of expert level technology operational support and guidance to staff and affiliates, both internationally and domestically.
  • Is responsible for managing daily operations of the RPC Help Desk, guaranteeing timely and effective customer service.
  • Oversees Tier 2 and Tier 3 support for the START software application, managing a team of technical business analysts who serve RPC customers around the world.
  • Leads the RPC Help Desk team, enforcing adherence to service level agreements, effective asset management, and maintenance of standard operating procedures.
  • Holds responsibility for team performance, provides continuous feedback, and nurtures a supportive work environment.
  • Actively contributes to RPC IT operations and planning, serving as an advocate for the needs and expectations of the customer. This includes facilitating business analysis, requirements gathering, system planning, and customer consultation.
  • Regularly creates and presents reports to the RPC leadership team, identifying IT customer service issues, and suggesting improvements to IT service management processes and tools.
  • Directs the implementation of quality assurance processes within IT support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures.
  • Keeps abreast of changing and emerging technologies and practices to make well-informed recommendations for resolving information technology issues and requirements.
  • Performs critical incident management tasks, coordinating with the team to resolve IT issues promptly and minimize downtime.
  • Leads the development and upkeep of helpdesk knowledge base articles, facilitating continuous learning and efficient problem resolution within the team.
  • Performs other related duties as assigned, which may include participating in special projects, conducting system audits, and more.
  • Responsible for configuring the ServiceNow ITSM tool to align with business practices, customer feedback, and need for efficiency and adherence to Service Level Agreements.
  • Maintains a strong working relationship with Department of State / IRM to ensure configuration changes, enhancements, and fixed to the ServiceNow ITSM tool.

WHAT YOU’LL NEED TO SUCCEED :

Required :

  • Bachelor’s degree in computer science, Information Systems, or Business; or the equivalent combination of education, technical training, or work experience.
  • Relevant professional certifications, such as ITIL or Helpdesk Institute certification or equivalent required
  • A minimum of 5 years of experience in an IT helpdesk or customer service role is required, with at least 2 years in a leadership position. Experience with managing remote teams and providing support to international and domestic users is crucial.
  • Strong leadership, analytical, problem-solving, and decision-making skills are necessary.
  • Excellent communication and interpersonal skills are also required, as this role involves frequent interaction with customers, team members, and senior management.
  • An in-depth understanding of ITIL processes, ITSM tools, data analysis, and IT operations best practices is essential. Familiarity with common helpdesk software and hardware, along with a strong understanding of emerging technologies, is required.
  • Must be available to work in different time zones as needed to manage a global IT helpdesk.
  • Regular travel may be required.
  • The ability to adapt quickly to changes in technology and business requirements is crucial. The Helpdesk Manager must be open to learning new technologies and methodologies to enhance service delivery.
  • Demonstrated ability to collaborate effectively with diverse teams across different geographical locations and time zones. Experience in promoting a culture of continuous improvement and positive team morale is required.
  • Must possess advanced troubleshooting skills and the ability to analyze complex issues and devise effective solutions.
  • Proven experience managing IT projects, including the planning, execution, and monitoring of projects, is essential. Proficiency in using project management tools and methodologies is desired.
  • Exceptional customer service skills are necessary. Must have experience with handling and resolving customer queries and complaints effectively and professionally.
  • Must be a clear and concise writer, experienced with communicating clearly with non-technical audiences.

    • Desired :

  • Experience using an out of the box help desk / service desk ticketing required, with ServiceNow ITSM tool experience highly preferred.

    • Location :

  • Rosslyn, VA.

    • Timeline :

  • This posting is contingent, expected to start in December of 2024.

    • Clearance :

  • Must be able to obtain and maintain a Secret clearance. An active Secret clearance is preferred.

    • GDIT IS YOUR PLACE :

  • 401K with company match
  • Comprehensive health and wellness packages
  • Internal mobility team dedicated to helping you own your career
  • Professional growth opportunities including paid education and certifications
  • Cutting-edge technology you can learn from
  • Rest and recharge with paid vacation and holidays.

    • The likely salary range for this position is $80,226 - $133,973. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

    Scheduled Weekly Hours :

    Travel Required :

    Less than 10%

    T elecommuting Options :

    Onsite

    Work Location : USA VA Rosslyn

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    Help Desk Manager • Rosslyn, VA, USA