Deskside Support Manager - Military veterans preferred

2020-02-04
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Washington
District of Columbia
20004
United States

Description

Position Description:


This position is in support of a large federal agency in Washington, DC.  The Deskside Support Manager is responsible for managing the Deskside Support subtask on the contract.  The Deskside Support Manager reports to the Program Manager and plans, coordinates, and manages all the actions taken by the Deskside support technicians to execute all of the deskside support work as defined in the PWS under this time and materials performance based task. 

The deskside support services include break-fix support of iPhone and end point computing devices (laptops) at two primary NCR locations and 13+ regional offices across the United States and Puerto Rico. 

The deskside support manager determines how to use team resources to meet incident management schedules, goals and service levels, and provides guidance to and leads and motivates the team of 45+ technicians to meet SLAs and provide excellent customer service.  Focuses on process improvement by recommending improvements to deskside support tools, processes and systems. 

The Deskside Support Manager will collaborate with all service areas to ensure quality control and management standards are met.


Position Responsibilities:
  • Manage team that performs end-to-end deskside support for all authorized end users at all supported locations. 
  • Lead and provide daily oversight to experienced deskside support personnel to support senior executives including the Secretary, Deputy Secretary, their immediate aides, and the Chief of Staff.
  • Develop, document, and maintain deskside support procedures.  Procedures must meet agency requirements, conform to ITIL, and adhere to HHS policies.
  • Coordinate with the service desk and all other necessary Contractors, third party, and HHS support organizations to manage all onsite technical support requests to resolution and closure.
  • Ensure technicians coordinate with end users or other site staff to schedule onsite technical support visits in response to an escalated incident or service request in accordance with SLAs.
  • Update inventory and configuration management records daily to reflect completed service requests
  • Coordinate Tier 3 personnel response to escalated tickets.
  • Troubleshoot, diagnose, and resolve incidents for end user devices including, but not limited to, removing and/or repairing physically broken or inoperable end user devices.
  • Maintain a level of onsite technical support and provide for knowledge sharing to ensure familiarity with the environment, issues, business needs, etc.
  • Develop and maintain deskside support knowledge base 

Qualifications

Required Education/Experience:
  • Bachelor’s degree with 9+ years recent related experience. May accept a high school education and an additional 4 years of experience in lieu of a degree. 
  • Must have at least 5 years of direct Deskside experience 
  • Experience with Service Now
  • Experience with SLAs
  • Excellent leadership, management, and communications skills
  • Experience managing remote team
  • Must have at least 2+ years of leadership experience 

Desired Qualifications

 
Desired Experience/Skills/Attributes:
  • ITIL Foundation certification
  • Quality Certifications (Six Sigma, ISO, etc.)
  • Experience leading a large technical team