Job description
Job Description
Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as VDI Technical Manager – SME 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.
The candidate will be responsible for performing technical duties related to computer hardware and software customer support and training; provides support and ongoing maintenance for new and modified systems and programs; supports server and network technologies maintains, installs, troubleshoots and configures desktop and laptop computers and related peripheral equipment.
Key Tasks and Responsibilities
- Responsible for the execution of the concept of operations.
- Establishing and building strong customer and industry relationships.
- Leading the collaboration necessary across teams, broader NIH organizations and subcontractors to ensure program success.
- Developing/executing corrective action plans to mitigate internal or customer identified issues.
- Delivering effective control systems and reporting for accurately processing change and controlling in‐scope performance of program functional task elements such as operations, Dev Ops, engineering, test, procurement, quality control, logistics, safety security, and administrative functions.
- Working closely with and building relationships with the NIH customer community.
- Experience with the program management of a large Enterprise IT Service Delivery Program.
Job Requirements:
Education & Experience
- BA /BS or higher degree in Computer Engineering, Computer Information Management Systems, Telecommunications, or Management Information Systems.
- Minimum of ten (10) years of related experience.
- Minimum of three (7+) years of related technical experience in related field
Certifications
- ITIL Certification (desired)
Security Clearance
- Ability to pass and obtain government required background investigation.
- US Citizen or permanent resident
Other (Travel, Work Environment, 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
03/03/2023Job ID
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