Full Time Employee Contractor
? Minimum of 15 years providing customer support expertise.
? Thorough understanding of escalation process in resolving user community issues / concerns.
? Minimum of 7 years leading a customer help desk and building resolution Standard Operating Procedures
? Effectively provide Service Desk, Service Request and Incident Management
? Building Customer Survey tools / methodologies / statistics that effectively measure end-user satisfaction
? Development and managing communication plans that provide status on requests for IT services and ensures feedback, escalation, collaboration and partnership with the user community
? Oversees customer training, end-user documentation, outreach and communication activities for IT applications, services and issues that affect the user community
? Develop Concept of Operations (CONOPS) for End User Training
? Assist ITCD in planning for and implementing change associated with new IT capabilities within HQ and the Agency
? Oversee on-boarding and off-boarding of contractor personnel
? Maintain accurate asset records for all Government property for which the contractor is responsible
? Oversee, manage and provide IT expertise for events requiring special IT support such as audio-visual services, event recording and transcription support
? Develop all Deliverables and supporting material for responsible PWS areas
? Provide task order oversight for task orders within responsible PWS areas.
? Bachelor?s Degree
? ITIL certified