Help Desk Supervisor

Help Desk Supervisor

Help Desk Supervisor

Citizant is one of the Capital area’s fastest-growing providers of business and technical solutions — Enterprise Architecture, Information Quality, Application Development, and Program Management — to civilian and military government organizations. We hire only smart, passionate, and committed “A Players" and support them with mature processes and extensive training. The result is consistent, measurable performance and exceptional service as we strive to create a better future for our associates and our fellow citizens.



Technical member of the ATR IT contractor support staff. Responsible for supervision the Division’s Help Desk team. Responsible for day to day logging, tracking and resolving of customer reported problems or concerns.

 

Responsibilities: 

• Supervises the day-to-day operations of the Help Desk.
  
• Provides direction, guidance and planning to Help Desk Team members.
  
• Creates, implements, and manages process and procedures.
  
• Manages and maintains daily shift schedules and ensures service levels are maintained.
  
• Acts as the escalation point for technical, customer and personnel issues.
  
• Documents, tracks, and monitors problems to ensure resolution of customer reported problems or concerns in a timely manner.
  
• Participates in a lead role capacity with the transition of new customers or services within the Service Desk.

Management responsibilities involving:

• Driving activities during customer start up
  
• On-boarding new team members
  
• Establishing report requirements
  
• Implementation of process, procedure, and other support documentation

• Candidate must have a minimum of 5 years of Service Desk leadership/supervisory experience in a Service Desk environment or single point of contact operations, or equivalent
  
• Candidate must have excellent technical, leadership and communication skills (both written and verbal).
  
• Candidate must have outstanding problem solving capabilities, strong analytical skills, and the ability to handle multiple tasks concurrently.
  
• Candidate must be flexible with work schedule, including on-call availability.

Desired:

• 
  
  MCSE certification
  
  

• Active Directory design and configuration
  
• DNS configuration
  
• IIS configuration, operations, and monitoring
  
• Leadership skills to effectively mentor and lead junior level personnel

Security Clearance: Applicants selected will be subject to a security investigation and must meet eligibility requirements to obtain and maintain a security clearance.



Education:



Bachelors Degree in Computer Science, Information Technology, or related technical discipline



Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development. Citizant offers competitive salaries and an excellent benefits package, including 15 days off in your first year (timebank, including sick days), all federal holidays, a community service day, excellent health, dental and vision coverage, matching 401(k) retirement savings plan, tuition reimbursement, paid professional training and development, and much more. Citizant is an equal-opportunity employer.