Service Desk Supervisor/Help Desk Manager

All jobs are open until filled regardless of original posting date.
Job Type
Security Clearance
Secret Security Clearance

Description

ITIP Job Title:  Service Desk Supervisor

DHS Eagle Labor Category:  Help Desk Manager

Job Functions:

Requirements and Technical Skills:

  • Monitors, coaches and supports incentive programs to motivate staff towards achieving results; support staff development of call handling skills
  • Provides leadership and direction while maintaining team morale
  • Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate
  • Follows up by monitoring progress and results and taking appropriate counter measures
  • Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process
  • Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities
  • Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions
  • Assists human resources by interviewing prospective candidates and processing voluntary and involuntary terminations
  • Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion
  • Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants
  • Supports department projects as needed including any special assignments/working hours

Certifications:

  • ITIL      v3 Foundations

Labor Category Qualifications:

Associates Degree with two years of related experience. Equivalents: High School diploma with four years of specialized experience in related field, or Bachelors or Masters Degree with no experience.

 Labor Category Description:

Provides daily supervision and direction to staff responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed or deployed under this contract. Staff serves as the first point of contact for troubleshooting hardware/software PC and printer problems.

Other Qualifications:

  • N/A

Requires a Secret Security Clearance

 

Education

Certifications:

• ITIL v3 Foundations
Labor Category Qualifications:
Associates Degree with two years of related experience. Equivalents: High School diploma with four years of specialized experience in related field, or Bachelors or Masters Degree with no experience.
Labor Category Description:
Provides daily supervision and direction to staff responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed or deployed under this contract. Staff serves as the first point of contact for troubleshooting hardware/software PC and printer problems.
Other Qualifications:
• N/A

Requires a Secret Security Clearance
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