Help Desk Manager
Fort Belvoir, VA

Job Description

Job Description

The Deputy Program Manager (DPM) will be responsible for assisting the part-time Program Manager (PM) with the coordination of all contractual and corporate activities. The DPM reports to the PM and may be assigned responsibilities for special projects and tasks that are integral to the program. The DPM will assist with administrative, personnel, fiscal, travel, logistical, training, and other duties as assigned by the PM. If the PM is absent or unavailable the DPM will assume responsibility for coordination of the program and any GDIT related corporate tasks (i.e., contracts, subcontracts, project control, recruitment, HR and personnel security).

The Service Desk Team Lead (SDTL) will provide leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk and the wider IT Team. The SDTL will need to collaborate and work with various teams within the organization in a positive and harmonious manner. The SDTL will be interfacing with users and senior agency staff, therefore, the SDTL will need to explain technical intricacies to VIPs and end users in a way that is positive and easily understood. The SDTL will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

Job Description for Deputy Program Manager:

* The DPM shall provide extensive assistance to the PM with administrative, managerial, and supervisory duties as part of their normal duties. This includes being responsible for the success of the overall contract, to include the day-to-day management of personnel and all technical work performed.
* The DPM will assist in career development plans for GDIT employees, compliance with training requirements and performance reviews.
* Additional duties include, but not limited to:
* Executing and monitoring project activities
* Coordinating priorities and resources between multiple projects.
* Preparing and updating project plans and status reports.
* Providing updates on customer and corporate issues
* Participating in scheduled operational meetings as in routine with team leads and employees.
* Facilitating sessions to effectively resolve issues if any.
* Allocating appropriate resources to ensure projects are completed within given time and budget.
* Reporting status, develop project-related documentation and implement lessons learned.
* Participate in project performance review meetings and discussions.
* Participate in corporate business development activities to include developing long-term and strategic objectives to help ensure that end-user requirements will be satisfied in future years of the contract.
* Update and maintain production and quality metrics of projects.



Job Description for Help Desk Manager:

* Responsible for leading incidents and requests to resolution, develop Service Desk process and workflows, provide and develop communication plans to customers, provide on call support as needed, contribute to the Change Management Process.
* Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
* Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
* Provide end-user software troubleshooting and support to multiple users in several different geographic locations
* Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
* Familiar with Microsoft Active Directory and REMEDY
* Provide phone and help desk support for local and off-site users
* Maintain internal knowledge base for Help Desk technicians and users
* Answer phones and emails in a timely manner IAW SLAs
* Maintain printers and multifunction devices
* Create and maintain Windows 10 desktop/laptop images
* Maintain software and hardware assignments
* Participate in special projects as required
* Familiar with Release and Configuration Management concepts
* Use Remedy as the help desk software
* Proactively check help desk queue for new emails and create and assign Remedy tickets for those emails.
* Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned
* Escalate tickets as needed.
* Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
* The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
* Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution
* Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
* Create and maintain documentation
* Work with other members of the team to ensure that help desk documentation is complete and up-to-date
* Provide weekly and monthly status reports
* Maintain current knowledge of relevant technologies as assigned
* Able to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism interfacing with users and senior agency staff
* May need to lift and carry desktop equipment such as laptops, computers, and monitors
* More senior team members are expected to mentor junior team members, train new hires, do quality checks on tickets and contents, ensure tickets are appropriately assigned, ensure documentation is updated, and escalate issues to the program manager.

Education

* Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications

* 5+ years of directly related experience supporting help desk operations or customer service.
* Experience with the following is required:
* Microsoft Office Suite 2013/2016
* Windows 10
* Experience with one or more of the following is a plus:
* Outlook Email Client in an Exchange Server Environment
* Experience with remote access to users' computers
* Experience working with networked printers
* Active Directory
* Remedy
* DoD STIGs/IAVMs
* ACAS
* Excellent business analytical and problem-solving/trouble shooting skills.
* Excellent customer service skills
* Excellent communication skills
* Excellent documentation skills
* Strong organizational and collaborative skills
* Strong teamwork and engagement as a project team member
* Ability to assimilate information rapidly, motivated to self-study new requirements
* Maintain current industry knowledge of relevant concepts; practices and procedures
* Able to multi-task and prioritize
* Able to work under time constraints
* Adapt to changes in requirements and new projects
* Maintain and upgrade certifications
* Strong written and verbal English language skills
* Willing to perform other duties as assigned

Certification Requirements:

* Current CompTIA Security+ CE certification
* Must meet DoD 8570.01-M Information Assurance Technical (IAT) Level II requirements prior to start of work, including IA Baseline and CE/OS Certifications.
* If you start only with a Security+ CE, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.



Clearance Requirements:

* Must have an active Top Secret w/ SCI eligibility on hire and confirmed within JPAS.

Work Location:

* Client Site, Fort Belvoir, VA
* Some flexibility may be required to cover when others are out of office
* No alternate work schedules
* No telework allowed

Travel: Occasional travel may be required - normally less than 10%.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.