Help Desk Manager (Tier I)
Computer World Services (CWS)Corporation

Job Info

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Job Description 

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Help Desk Manager (Tier I) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements.  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, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).   

The Help Desk Manager (Tier I) for the DOJ CIV Help Desk and IT Support Services is responsible for managing call center operations supporting coverage hours of 24x7x365.  The Manager will 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 I) will possess advanced skillsets to assist with resolution of complex issues. 

Key Tasks and Responsibilities 

Manage Tier I call center operations 

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs) 
• Ensure team is meeting contract SLA standards 
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs 
• Escalate tickets to appropriate Tier level for issue resolution when required 
• Provide feedback on issues for development of the customers resolution knowledge database 
• Manage and monitor problem ticket trends and perform analysis to determine 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 1 issues. 

Call Center Support 

• Answer phone calls, web request and emails for customer end users 
• Open incidents, work orders or service request records using an IT service management ticketing system for all calls, emails, voice mails, and web requests. 
• Support Tier 1 call center operations 24-hours x 365 days per year based on assigned shift 
• Respond to customers in accordance with the call response guide provided by customer 
• Facilitate survey for end users to complete at the end of their interaction 
• Maintain and monitor all incident records within the ticketing system and provide assistance in their resolution when reviewing incident records. 
• Document customer requests in ITSM system and record the action(s) taken and follow up on deferred actions 
• Troubleshoot, analyze, resolve, track, escalate and accurately document tickets, incidents, work orders, service requests and problems. 
• Provide responses that diagnose problems utilizing discussions with customers and the team, including problem recognition, research, isolation, and resolution steps 
• Resolve incidents on first contact when possible, using remote desktop control application Microsoft Endpoint Configuration Manager (ECM) 
• Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution 

Education & Experience  

• Associate of Arts / or Science (AA or AS) [minimum education] 
• 6+ years’ experience in 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  

Management Role Certifications 

• HDI Support Center Manager (HDI-SCM) -or- HDI Desktop Support Manager (HDI-DSM) [required] 
• Microsoft Certified Professional (MCP) [desired certification or demonstrated competency] 

Task Area Certifications (preferred)

• HDI Customer Service Representative (HDI-CSR) -or- HDI Support Center Analyst (HDI-SCA) 
• Pass MD-100 Windows Client Exam
• Certified Customer Service Professional (CCSP) 

Security Clearance  

• Must have an active Secret Tier 3 clearance. 

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

• Local travel only to customer site, if required 

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at 314.952.5138 or amcclellan@cwsc.com.

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