24 Nov
Help Desk Manager
Vacancy expired!
NikSoft is currently conducting a search for a
Help Desk Manager to add to its team in support of the United States Postal Service's IT program. The successful candidate will experience an unparalleled large-scale enterprise environment with over 800 Information Technology systems, processing billions of dollars in annual revenue and supporting a diverse user base spread across the entire US. Join the NikSoft team to scale your career to the next level. Responsibilities: The successful candidate will serve as a Tier III Help Desk / Incident Manager taking full ownership and accountability for the Incident Management and problem-solving process for an enterprise IT Program. The Incident Manager interfaces and coordinates with the Tier I/II Service Desks, other resolving groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes ownership of end-to-end Incident and Problem Resolution. He/she manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. This position will also act as a Problem Manager as such detects, correlate, and reports recurring Incidents to be defined as problems, conducts Problem review sessions and provide listing and status of Problems categorized by Problem impact.- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
- Responsible for communicating with the Business and Incident resolution teams.
- Program Point of contact for all Major Incidents.
- Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required.
- Responsible for the effective implementation and improvement of the process "Incident Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for level I and II for incidents.
- Monitor the incidents to ensure that the Service Level Agreement are respected.
- Ensure the closure of all resolved and end-user confirmed Incident records.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Bachelor's degree in Information Technology or a relevant field, and 10+ years of overall experience.
- 5+ years of Help Desk/Operations Management experience in an enterprise operational environment, preferably large federal agency environment.
- Strong skills in project management, written and oral communication, collaboration, and strategy development.
- Must have strong knowledge of MS Office products to include PowerPoint, Word, Excel, and Outlook.
- Demonstrated understanding of multi-tier help desk and incident response processes.
- Strong verbal communication skills particularly the ability to interact confidently with senior stakeholders
- Be able to pay close attention to detail for both quantitative and qualitative data
- PMP Certification
- USPS or logistics/shipping domain experience preferred.
Vacancy expired!