Help Desk Manager

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 :

Desired :

Location :

Timeline :

Clearance :

GDIT IS YOUR PLACE :

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