24 Nov
Help Desk Manager
District of Columbia, Washington , 20001 Washington USA

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.

Qualifications:
  • 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

Preferred Qualifications:
  • PMP Certification
  • USPS or logistics/shipping domain experience preferred.

Candidates must be able to obtain a Postal Sensitive Clearance (ship or required). Additionally, candidates must not have traveled outside of the USA for a combined period not to exceed 6 months within the last 5 years. #d1ce

Vacancy expired!


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