Is it time for a new and exciting job opportunity? Phacil, is seeking a IT Help Desk Manager for an important customer in Herndon, VA & Washington D.C.
Clearance Level (Required to Start): Secret/Interim Secret
Daily Job Responsibilities:
* Manages teams that provide technical assistance to computer systems and network users or other technical products and services. * Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. * Ensures maximum issue resolution in minimum time to meet Service Level Agreements. * Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time frames. * Drives product supportability. * Coordinates customer service activities with other internal functions. * Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). * Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. * Review weekly quality assurance reports of escalated tickets to identify knowledge gaps and to improve the customer experience. * Conducts daily call monitoring to isolate technician training needs. * Coordinates with internal and external customers as needed. Intervene when necessary to aid the group in resolving issues.
Excellent Customer Service Skills
Excellent Written and Oral Communication Skills
Problem solving & trouble-shooting abilities
Degree & Years of Experience:
Bachelor's degree in related field plus 5 years of experience with at least 2 years in a supervisory role. Experience in lieu of education will be considered.
ITILv3 Foundation or ability to obtain within 6 months
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