Job description
Job Description
Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Service Desk Manager for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.
Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.
Provide daily supervision and direction to staff who are responsible for phone and web entered tickets and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems.
Key Tasks and Responsibilities
- Manage daily operations of the SD
- Represents the Helpdesk at all meetings
- Responsible for maintaining SD coverage CIT/NIH Collaboration
- Attend collaborative meetings
- Support and provide expertise as need in CIT service area projects
- Support and provide expertise for high level CIT projects
- documentation – plans, schedules, Improvement project activities
- Coordinate on all Helpdesk projects – meet and report on progress.
Job Requirements:
Education & Experience
- Bachelor’s degree
- 5 years in Help Desk/Service Desk Operations
- Experience working with and managing subcontractor supported labor force
- Experienced with most standard enterprise products (e.g., MS Office, MacAfee Antivirus, Windows 10, etc.).
Certifications
- HDI Support Center Manager Certification or comparable certification (Required to obtain within six months of starting)
- ITIL Foundation certification (V3/V4) (Required to obtain within three months of starting)
Security Clearance
- Ability to pass and obtain government required background investigation
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- Local travel only to customer site
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 URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Bethesda, MDJob Type
Information Technology, ManagementExperience
Not SpecifiedDate Posted
02/03/2023Job ID
3493/2454/16684gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.