Work Location: Remote
Clearance Required: Must have an active Secret Clearance issued by the US Government
This position is to support a US Government project that delivers geospatial mapping and analysis support, ensuring continuous innovation and maintenance through Agile methodologies. The technical solution is built on a modern stack that includes AWS services, ArcGIS for geospatial capabilities, Kubernetes for container orchestration, and Elastic Beanstalk for efficient deployment, ensuring scalability, security, and resilience
- Responsibilities:
- Help Desk Operations Management: Oversee Tier II and Tier III Help Desk operations, ensuring alignment with service-level agreements (SLAs) and timely issue resolution.
- Team Leadership: Manage Help Desk staff, assign tasks, and monitor team performance. Provide training and mentoring to improve technical skills and customer service quality.
- Incident Management: Ensure efficient handling of break/fix issues, configuration analyses, software installations, and escalations from Tier I to Tier II/III.
- Metrics and Reporting: Collect, analyze, and report Help Desk metrics, including ticket resolution times, abandoned call rates, mean wait times, and team utilization.
- Trend Analysis: Conduct trend analyses to identify recurring issues and recommend solutions to improve system performance and user satisfaction.
- After-Hours Support: Coordinate after-hours support for urgent technical issues as directed by the Government.
- Documentation and Compliance: Maintain Help Desk procedures, user manuals, and support documentation. Ensure compliance with DoD security policies and standards.
- Qualifications:
- Bachelor’s degree in IT, Computer Science, or a related field preferred.
- 8+ years of experience managing a technical support or Help Desk team.
- Strong knowledge of ITIL framework and Help Desk ticketing systems.
- Excellent leadership, communication, and problem-solving skills.
- Familiarity with government systems, security standards, and audit requirements.
- Ability to analyze metrics and implement performance improvements.