Help Desk End User Manager

Position Title

Help Desk End User Manager

Full Time, Onsite

Multiple metropolitan Washington DC locations and OCONOS locations.

Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Level IV performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise.

Eight (8) years of progressive experience demonstrating the required proficiency.

Master’s Degree OR BA/BS with 2 years of additional experience, OR HS/Ged with 6 years additional experience. IAT II:
Commercial Certificates for DoD 8570.01-M certificate requirement CE:
Professional (expert preferred) level certificate for supported technology as approved by the Government Task Manager, HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)

Experience managing and directing activities of a large multi-disciplinary IT support groups. Experience developing complex Information Technology program plans to address needs and requirements, investigating and resolving problems, interfacing with other functional support.

Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
Pretest/pilot surveying; defining and refining the agenda, Survey database administration, Assessing reliability and validity of data, Determining proper survey data collection methodology, and Oversees the production of reports and findings.