Tier II Service Desk Manager

Washington, DC, United States

UpSlope Advisors is seeking an exceptional candidate to serve as the Help Desk Manager (Tier II) for a Department of Defense agency. The customer requires support to provide enterprise-level service desk and incidental information technology services. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development, and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support.

The Help Desk Manager (Tier II) is responsible for managing desk-side support operations at customer Washington DC locations. The Manager will lead a team supporting approximately 1700 work orders monthly and demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that service desk resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Help Desk Manager (Tier II) will possess advanced skillsets to assist with the resolution of complex issues.

Key Tasks and Responsibilities

Manage Tier II deskside service delivery

Ensure that responses are technically accurate, leverage customer-documented guidelines and standard operating procedures (SOPs)

Ensure the team is meeting contract SLA standards

Track tickets in the IT Service Management ticketing system, ensuring properly documented and closed per SLAs

Escalate tickets to the appropriate Tier level for issue resolution when required

Provide feedback on the issues for the development customer resolution knowledge database

Manage and monitor problem ticket trends and perform analysis to determine the changes in level of support required

Ensure that services are performed at an acceptable level of quality

Provide training and/or coordinate training for service personnel

Participate in daily meetings and provide updates on team performance and progress

Ensure personnel wear proper attire required for service area supported

Create, analyze, and provide reports from the Automated Call Distribution (ACD) system and ITSM Tickets System

Schedule use of contract vehicle for transportation of hardware, if required

Ensure work practices to secure and safeguard all Government provided property and data

Serve as the single point of contact for Tier 2 issues.

Tier II Deskside Support Perform Deskside IT services at the Government's facilities located in the Washington DC area

Provide remote and on-site troubleshooting and resolve IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.

Provide advanced service support and service delivery functions, follow procedures, and support customer IT needs via remote access and desk-side support

Perform installation of hardware and software

Resolve tickets escalated to Tier 2; ticket resolution may require providing desk-side support to end users.

Install, monitor, troubleshoot, replace, and support, VDI, end-user equipment (terminals, printers/printer consumables, MFDs, MFD consumables, mobile devices, VTCs, scanners, VoIP phones, thin-clients, etc.), local area network (LAN) and WAN, data storage systems, Active Directory, and other third-party software

Work with "VIPs "providing a "white glove" in-person and remote service that consists of in-depth familiarity with people, processes, and environment. Proactive and prompt issue management and resolution. Act as the single point of contact for VIPs to provide status updates

Monitor and update the status of all incidents and service requests, including tasks assigned to external suppliers/vendors

Reassign or escalate incidents and requests to the appropriate support level, third parties, or other teams where an appropriate level of discussion of issues with colleagues will be conducted

Travel to all customer sites in the national capital region (NCR) as needed for break/fix tickets

Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.

Test hardware or software functionality to ensure operational status before providing to end user

Document process and procedure changes

Complete hardware or software deployment(s).

Coordinate the logistics of and conduct the movement of assets and equipment to various customer facilities per details provided in the support ticket.

Maintain an organized resource/hardware customer-furnished storage room, retrieve items when requested

Perform preventative maintenance on equipment (Thin Clients, two-factor authentication mechanisms, PIV card readers, etc.)

Resolve customer issues relating to software and equipment problems by fixing Thin Clients and other GFE consumer electronics

VIP IT Concierge Support Provide dedicated IT support to VIP customers at specific office locations and serve as the single point of contact (POC) for all technical issues for VIP personnel in the Office location

Accept VIP personnel issues reported directly, bypassing the Tier 1 call center, and file tickets in the ITSM ticketing system

Perform IT system checks to ensure equipment is operational

Provide a daily end-of-day report that lists tasks completed, the time spent on them, the challenges faced, and the successes achieved

Check conference rooms every morning to ensure that the equipment is in the appropriate location and operational.

Cleared Deskside Support Provide IT and helpdesk support to customers located in restricted Government spaces

Troubleshoot and resolve IT issues related to Unclassified and Classified hardware and software

Keep an up-to-date asset inventory of GFE/P within the restricted spaces in the provided ITSM system

Travel to all Customer sites in the NCR where restricted space exists, as needed, for break/fix tickets

Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort in restricted spaces.

Coordinate the logistics of and conduct the movement of assets and equipment to JMD-restricted spaces.

Education & Experience: Associate of Arts / or Science (AA or AS) [minimum education]

6+ years' experience in an Information Technology environment [minimum experience]

Experience with installation, configuration, and maintenance of personal computers, mobile devices, printers, and laptops

Experience and skills with performing basic networking and PC troubleshooting, as well as interaction with various operating systems

Certifications

Task Area Certifications HDI Customer Service Representative (HDI-CSR) -or- HDI Support Center Analyst (HDI-SCA) [required

Pass MD-100 Windows Client Exam [required]

Certified Customer Service Professional (CSSP) [required]

Management Role Certifications

Microsoft Certified Professional (MCP) [desired certification or demonstrated competency]

HDI Support Center Manager (HDI-SCM) -or- HDI Desktop Support Manager (HDI-DSM) [required]

Security Requirement: Ability to obtain a Secret Clearance

About Us

UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a 'Mission First / People First' company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive.