Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Desktop Manager for the

NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.

Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.

Provides fast and effective support to our clients by managing team responsibilities, coordinating ITSS projects and meet and report on progress. Review ITSS processes and procedures to identify improvements and best practices. Facilitates

Meetings with the Customer Service Portfolio (CSP) Leadership Team. Provides program oversight and daily operations of the project including assigning task and projects to Team Leads ensuring continuity of the project.

Key Tasks and Responsibilities

• Responsible for NIH/CIT workstations, laptops, PDAs and other mobile devices
• Responsible for hardware imaging and maintenance of CIT’s standard images
• Responsible for ensuring desktop hardware software remains updated with most recent images
• Responsible for support services through remote network administration such as:

• Centralized configuration

• Application patching, update and rollout

• Maintenance of the Microsoft Office Active Directory Group Policy

• Management of the Federal Desktop Core Configuration

• Responsible for supporting planning, coordination and special studies such as integrated change management, requirements definition, new application evaluation and insertion and establishing desktop performance expectations

• Responsible for defining Desktop/end user business requirements and platform standards and architecture

• Responsible for recommending services and standards for supporting the CIT desktop/end user business requirements and platform standards
• Responsible for reviewing and approving recommendations for services and standards for supporting the desktop/end users
• Responsible for developing, documenting and maintaining the Standards and Procedures Manual Service Desk Operations and Administration procedures (e.g., SOPs) that meet requirements and adhere to defined policies and are verified at a minimum annually
• Responsible for procuring and owning desktop and laptop hardware and software
• Responsible for managing logistics and configuration for hardware and software from time of arrival at facility (e.g., checkout, installation, maintenance, disposal)
• Responsible for deploying and managing desktop and laptop hardware and software (e.g., operating system, personal productivity and office automation software and services)
• Responsible for setting up network-attached attached printers, copiers, scanners, and fax devices
• Responsible for troubleshooting and resolving network connectivity issues
• Responsible for providing end-user data back-up, storage, and recovery services
• Responsible for providing and supporting remote access services for CIT employees and its client end-users in mobile, remote, and home locations Responsible for approving problem determination and resolution for all in-scope devices
• Responsible for providing mobile device (iPhone, Android phone, iPad, etc.) setup and support
• Responsible for training and advising staff on hardware and software usage
• Responsible for providing Level 2 and Level 3 hardware and system software support for all in-scope hardware and software as coordinated through the CIT Service Desk
• Responsible for coordinating service delivery with the CIT Service Desk, as well as the Level 2 support groups within each of the other service delivery areas
• Responsible for managing parts and shipments with 3rd parties

Job Requirements: