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.
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.
Additional Roles and Responsibilities:
Minimum Years of Experience: 14 Years
Minimum Education: Bachelor’s degree in Computer Sciences, Information Systems, Communications or related discipline or extensive demonstrated equivalent experience and 14 years’ experience; or without degree 16 or more years of experience related to position.
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.