HelpDesk Lead/Supervisor We are in need of a HelpDesk Supervisor, responsible for overseeing all aspects of HelpDesk Services to be provided, and serve as the our primary contact for contract management and administration. The HelpDesk Supervisor must be proactive in identifying problem areas, suggesting possible solutions/ alternatives, responding to client's concerns, and in facilitating a positive, cooperative working relationship with the Client. The HelpDesk Supervisor will be expected to participate in monthly, quarterly, and annual service level reviews. The HelpDesk Supervisor will ensure that Service Desk personnel meet day-to-day expectations and is responsible for the overall organization of Service Desk functions under the direction of the client Manager. Education : Bachelor’s degree from an accredited college or university in Information Technology, Management Information Systems, or four (4) years of equivalent experience in a related field. Prefer one or more of the following industry certifications from: Help Desk Institute (HDI), Microsoft Certification and/or Information Technology Infrastructure Library (ITIL). General Experience At least five (5) years comprehensive knowledge of operating systems software, familiarity with help desk environments, and office automation applications. Three (3) years of the experience must have been in a supervisory capacity, in a Service Desk environment. Specialized Experience: Minimum of three (3) years’ experience in the use of commercial software packages and in end user support. Windows desktop experience is required. Working knowledge of the following: hardware and desktop software, system and network recovery methods, software tools, call and problem tracking software. Must possess strong verbal communication, technical writing, and customer service skills. Must have experience managing or leading HelpDesk Service Team, and have experience working in a Enterprise Level Service Desk. Any experience working with Federal Agency will be ideal. _______________________________________________________________________ NO PHONE CALLS PLEASE Please send us your resume with job ID in the subject line Please DO NOT name your file as "resume.doc", we can't open such files.
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