• Help Desk Manager

    Job Locations US-DC-Washington
    Posted Date 9 months ago(9/5/2018 1:26 PM)
    Job ID
    # of Openings
    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.


    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



    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.   


    Desired Certifications:

    • ITIL v3 Foundations
    • PMP



    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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