Location
Rome, NY | United States
Job description
Gridiron IT is seeking a Help Desk Manager local to Rome, NY with an active Secret clearance.
- Provide Remedy training as needed to existing or new staff to ensure proper and consistent usage
- Ensure work area coverage through contract hours including receiving and proactively managing contacts from staff if they are unable to report to work for their scheduled shift.
- Assign and establish priorities; coordinate efforts to expedite workflow and ensure work is completed in a timely fashion in accordance with established SLAs, policies and procedures
- Develop team effectiveness through coaching, communication, motivation and mentoring
- Champion a customer-focused technically competent team that is able to deliver services that meet or exceed the needs of the organization
- Track and monitor individual performance metrics to measure effectiveness and productivity
- Coach, motivate and mentor weaker team members to improve overall team performance.
- Document and report noted performance issues to the User Services Lead.
- Act as the Point of Contact for client escalations and operational issues.
- Identify, analyze and communicate customer support trends through analysis of ticket and phone call data
- Conduct assessments/audits of service delivery performance objectives to identify opportunities for improvement, correctives actions and mitigation strategies.
- Attend client meetings and provide feedback to staff.
- Design policies and standard operating procedures, job aides and checklists
- Monitor service calls and emails to observe help desk staff's demeanor and technical accuracy to ensure courteous, timely, and effective resolution of end user issues; provide feedback as needed
- Provide training to new hires and continual training to staff on operational procedures
JOB REQUIREMENTS
MINIMUM REQUIREMENTS: - Bachelor's Degree in IT-related discipline preferred
- Ability to obtain and maintain a secret clearance
- 5+ years as a Help Desk Manager.
- Experience with Remedy software.
- Effective time management and multi-tasking skills, as well as strong interpersonal and communications abilities to report up-channel as needed.
- Successful, proven experience applying ITIL in a Help Desk Environment
- Experience with Remedy software.
- Ability to obtain and maintain a Secret Clearance
- CompTIA Security+ Certification
- Must be available to work on-site between the hours of 7AM - 5PM and outside of standard hours by special arrangement
- Available via phone 24/7.
PREFERRED EDUCATION AND EXPERIENCE: - Experience with a DoD Help Desk operations preferred
- At least one (1) year experience with Windows desktop support
- At least two (2) years experience working knowledge of remote tools
Position Objectives: - Review/Respond daily to remedy tickets, meeting all SLAs
- Attend meetings when required
- Must stay current with all government mandated training
- Must enter and respond to remedy trouble tickets meeting SLAs outlined in the Performance Metrics
Job tags
Salary
