Job Openings >> Help Desk Manager
Help Desk Manager
Summary
Title:Help Desk Manager
ID:1805
Location:Washington, DC
Company:Seneca Solutions
Security Level:Secret
Description

The Seneca Nation Group (SNG) companies are the business arm of the Seneca Nation of Indians. SNG consists of a parent company, Seneca Holdings, LLC, and several subsidiary small businesses. SNG is dedicated to providing high-quality professional services to our government and private sector clients.

In this highly-visible and important role, the Help Desk Manager is responsible for managing a team of  technicians. This role works closely with the Seneca Manager on-site and is responsible for improving and implementing the existing incident response and help desk procedures. The ideal candidate will have a continual service improvement focus and must be able to provide measurements of key performance indicators and critical success factors. 


Job Duties and Responsibilities:

  • Review and prioritize helpdesk tickets and promote and/or escalate incidents as needed
  • Primary liaison between the helpdesk staff and other support contractors
  • Provide hands on assistance for difficult or high impact technical issues
  • Plan, coordinate and manage the activities of the Service Desk team with an on-going focus on enhancing customer relationships
  • Receive, prioritize, assign, document and actively resolve end user help requests
  • Provide direction to team to ensuring accurate and clear follow up on open tickets/issues
  • Provide feedback regarding service failures or customer concerns
  • Communicate the priority and level of service to the customer to ensure that services and expectations are clear

 

Minimum Qualifications:

  • Education: Associate Degree or Bachelor's Degree (preferred) from an accredited institution in Information Systems, Computer Science or other related IT field is required. Five years of experience can be substitute for degree.
  • Minimum of 5 years’ experience managing a DOD IT help desk. In addition, the ideal candidate will have:
  • Heat trouble ticketing system (required)IvantiProficiency with
  • Experience supporting windows-based software systems with networking components.  
  • Demonstrated ability to diagnose hardware and software malfunctions, troubleshooting user identified as well as network problems. 
  • Good organization skills and experience with developing staff schedules, equipment roll out plans, and tech refresh schedules.
 

Required Qualifications:

  • CompTIA A+Network+ or Security+.
  • Windows 10 Operating system experience.  

 
 

Benefits:

Seneca Nation Group offers competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family.

 

Seneca Nation Group provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.

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