Help Desk Institute (HDI) certified as an HDI Support Center Manager. ITIL V3 Foundations certified. Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong relationships.Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service delivery effectiveness.
Demonstrated experience building and retaining a qualified service delivery team through innovative hiring and training techniques.
Previous experience managing cross functional, geographically dispersed teams.
Demonstrated experience developing and maintaining formal procedures for consistency and increased productivity.
Demonstrated experience implementing innovative staffing and scheduling models for SLA guaranteed coverage at the lowest possible costs.
Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3 standards.
Specific Job Description
The position is the Help Desk Manager for the USMS Help Desk in Crystal City. The manager is responsible for the Help Desk and Break Fix operations including managing operations within an SLA driven environment, staff management, creating work schedules, creating monthly reporting, and ensuring staff adhere to process and policy requirements.
Standard Job Description
Manages the resolution of technical problems in a call center/help desk environment. Responsible for coordinating employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Insures expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products is used.
Appropriate degree from an accredited college, or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment.
LMCareers Business Unit
ESS0997 IS&GS-CIVIL (S8200)
Info Systems & Global Sol
STANDARD-Mon-Fri/8 hours a day