Help Desk Manager with Security Clearance

Overview

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB).

Responsibilities

• Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
• Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
• Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
• Responsible for identifying and implementing service improvement initiatives.
• Cook up coordination with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
• Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications

• Required: Bachelor's Degree with 5 years of experience in IT support, 2 years of support as a Help Desk Manager, ITIL v4 Certified, and Secret Clearance.
• PREFERRED: Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.