IT Solution Center (ITSC) Manager, Help Desk

About The Opportunity

DMI, LLC is seeking a Help Desk / IT Solution Center (ITSC) Manager to join us.

Duties and Responsibilities

• Manages and operates a centralized service desk.
• Oversees User Support and Help Desk Specialists resolving request/problem incidents.
• Ensures all tickets are properly resolved as quickly as possible.
• Captures and coordinates technical support from other administrators and developers as required.
• Measures the effectiveness of incidents/problems to determine resolution rates and potential system-wide issues.

Qualifications

• Minimum of ten (10) years of experience, of which at least five years must be specialized.
• Specialized experience includes: management of help desks in a multi-server environment, comprehensive knowledge of PC operating systems, e.g., Windows, as well as networking and mail standards, and supervision of help desk employees.
• General experience includes information systems development, network, and other work in the client/server field, or related fields.

Required Skills & Certifications

• Demonstrated ability to communicate orally and in writing, and a positive customer service attitude.
• Experience in the day-to-day operation of a service desk.
• Experience with customer relationship management.
• ITIL training and/or certification a plus.
• Demonstrated ability to communicate orally and in writing.
• Minimum Microsoft Certified Solutions Associate (MCSA) certification at start.

Clearance Requirements

This position requires the person(s) to be eligible and adjudicated to the TS/SCI clearance level at contract start.

Citizenship Status Required

Must be a U.S. Citizen

Physical Requirements

None required for this position.

Location

Quantico, VA