SC3

Help Desk Support Program Manager

US-VA-Alexandria
4 weeks ago
Job ID
2017-1162
# of Openings
1
Category
Information Technology

Overview

SC3 is a leading provider of high-end mission support, consulting and technology solutions to the federal government in defense, intelligence, and civil markets, and to major corporations and nonprofit organizations. SC3’s national security efforts reach across the intelligence community and Department of Defense, providing full life-cycle operational and cyber support and differentiated capabilities to meet our customer’s challenging mission.

 

In addition to our government services area, SC3 provides cutting-edge competitive intelligence and strategic management consulting to commercial clients. Private industry leaders from the financial, health care, manufacturing and other sectors turn to SC3 to ensure that they have access to the most relevant, current, and strategically important information – not only to grow their businesses, but also to protect them.

Responsibilities

eeking a seasoned, dynamic and innovative individual for leadership and overall successful oversight of operations. Provide daily supervision and direction to staff responsible for phone and in-person support to users in the areas of email, directories, standard Windows desktop applications deployed to a user’s Government supplied equipment (computers, tablets, mobile devices, phones, etc.), and custom developed and COTS applications in use by end users. Hands on ability to manage customer interactions and effectively delegate tasks to accomplish the program goals. Manage the performance of Tiered services & support to clients, ensuring service levels are achieved. Guarantee customer expectations are met or exceeded. Ensure staff meet or exceed expectations for performance, defined metrics/benchmarks, and that standards and processes are followed to provide superior customer service. Ensure real time monitoring of call volumes, wait times and queue volumes meet expectations and appropriate reactions and responses to surge or lull situations take place. Develop, update and monitor processes and procedures including establishing and maintaining a knowledge base supporting staff.  Communicates effectively with parties within and outside of program. Requires ability to influence others area on policies, practices and procedures. 

Additional Roles and Responsibilities:

  • The Manager is the entry point for all client-side IT technical support matters including training, problem resolution, as well as the configuration and deployment of user hardware and software.
  • Coordinate desk-side services with locally deployed support technicians following an ITIL-based service delivery approach.
  • Ensure all work is supported by appropriate documentation (incident, problem, service request or project tickets) to support team utilization and customer satisfaction metrics
  • Ensure proper solutions and knowledge management best practices are followed, and integrate Continual Service Improvement processes to continually refine and improve Service Desk performance.
  • Train, coach and mentor staff representatives
  • Facilitate the implementation of ITIL standards
  • Understand the ITSM framework and identify gaps in processes and sub processes
  • Having worked with the Department of Justice is a plus.

Required Skills/Experience: 

  • Minimum Years of Experience: 9+ Years, with at least three (3) years of team lead/supervisory experience and relevant technical experience.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, other related discipline or without degree 9 or more years of experience related to position.
  • Experience managing service desk Tiered incidents and responses including integrations with technology specific support teams (tier 3) and ultimately managing root cause analysis via an overarching Problem management methodology
  • Experience developing processes and procedures necessary to run a large scale IT and service desk.
  • Thorough experience with a large ITSM tool (BMC Footprints, ServiceNow, Remedy, Force, CAUnicenter)
  • Strong communication, organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
  • Exceptional interpersonal, written and verbal communication skills
  • Demonstrated ability and experience leading, influencing, negotiating and problem solving

Certifications Desired:

  • ITIL v3 Foundations
  • HDI
  • Security+
  • MCP

Qualifications

 

Our values are simple and straightforward. We know that competitive salaries and generous benefits are essential in our industry and SC3 strives to offer the best in both areas. 

 We are proud to offer:

  • Medical/Dental/Vision Insurance
  • 401(k) Plan
  • Supplemental Life & AD&D 
  • Short & Long-Term Disability Insurance 
  • Flexible Spending Plan 
  • Paid Time Off 
  • Paid Holidays 
  • Professional Development 
  • Employee Referral Bonus 
  • Identity Protection Services

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.

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