Information Systems Manager - Help Desk Manager

General Dynamics Information Technology - Washington, DC

Job Description

Manages employees engaged in providing information system solutions and technical support in one or more functional areas.

The Help Desk Manager is responsible for ensuring an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the user community for our client in Washington DC. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. Qualified individuals will manage day to day activities by supervising the Help Desk technical support staff and leading the Help Desk in engaging in more proactive planning, support, and organizing the Help Desk to be flexible and adaptable team in meeting the changing needs of the organization. The Help Desk Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded. The candidate will need to use their years of experience to formulate, collect, analyze and present business metrics for the purposes of determining areas of improvement and the health of the Help Desk support team and the customer service they provide.

Key Responsibilities

Oversee 100% of the requests, incidents and problems
Manages and coordinates urgent and complicated support issues
Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Train, coach and mentor Customer Service Agents/Desktop Support Specialists (Level 1 / 2) including career development
Oversee staff activities
Builds/obtains (from other departments) training material for support staff
Schedule employees working times and provide backup support. Interact with internal and external customers
Drive Ticket Deep Dive and develop strategies for improvement
Monitor and manage ticket queues
Gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in call center issues
Provide productivity, service level, and key performance metrics in support of business objective
Oversee Solutions repository and ensure top quality solutions are available to the staff
Develops an effective and workable framework for managing and improving customer IT support in the organization
Advise management on situations that may require additional client support or escalation
Collect and consolidate data across multiple data sources, develop and implement process improvements and automate where possible
Manage process for communicating outage/emergency activities to the organization
Manage and maintain communications with government leads and Task Monitor
Review survey feedback to improve services, tools and support experience
Keep confidential all applicant, client, and verification and company proprietary information
Continuously review reporting requirements and current data collection methods to ensure efficiency. Work with teams to collaborate on the most efficient way to report and retrieve data

Additional Roles and Responsibilities:
Proficiency in Microsoft Office applications, desktop systems, and applications
Working knowledge of a range of diagnostic utilities
Demonstrated progressive experience in the management of a technical support team
Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end users
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service focus

Desired Certifications:
ITIL v3 Foundations




We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.