Service Desk Manager Job at Computer World Services
Job Description
Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Service Desk 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.
Provide daily supervision and direction to staff who are responsible for phone and web entered tickets and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems.
Key Tasks and Responsibilities
- Manage daily operations of the SD
- Represents the Helpdesk at all meetings
- Responsible for maintaining SD coverage CIT/NIH Collaboration
- Attend collaborative meetings
- Support and provide expertise as need in CIT service area projects
- Support and provide expertise for high level CIT projects
- documentation – plans, schedules, Improvement project activities
- Coordinate on all Helpdesk projects – meet and report on progress.
Job Requirements:
Education & Experience
- Bachelor’s degree
- 5 years in Help Desk/Service Desk Operations
- Experience working with and managing subcontractor supported labor force
- Experienced with most standard enterprise products (e.g., MS Office, MacAfee Antivirus, Windows 10, etc.).
Certifications
- HDI Support Center Manager Certification or comparable certification (Required to obtain within six months of starting)
- ITIL Foundation certification (V3/V4) (Required to obtain within three months of starting)
Security Clearance
- Ability to pass and obtain government required background investigation
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- Local travel only to customer site
EOE AA M/F/Vet/Disability
EEO is the Law:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdfJob Snapshot
Employee Type
Full-TimeLocation
Bethesda, MDJob Type
Information Technology, ManagementExperience
Not SpecifiedDate Posted
01/03/2023Job ID
3493/2454/16684Please Note :
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