Help Desk Manager

Title: Help Desk Manager
Location:  Chambersburg, PA
Must be able to obtain a Security Clearance

Job Description:
• The Task Manager for the IT Service Desk will ensure the provision of Service Desk support as the single point of contact for over 15,000 customers world wide with more than 240,000 customer contacts annually in a 24x7 performance-based environment.
• The Task Manager will ensure the contract staff provides quick and courteous service, properly identifies customers, research and resolve technical problems, respond to telephone calls, automated requests, email, and other requests for technical support.
• Focuses on industry best practices and possesses the skills necessary to successfully manage the strategic and tactical components of a large support organization with understanding of the Information Technology Infrastructure Library (ITIL) framework and its application.
• Responsible for providing real time service monitoring for load balancing surges and reallocating resources as needed ensuring achievement of SLAs to minimize corporate risk and enhance customer service experience.
• The Task Manager will provide a consistent approach to IT Support Services by continuously reviewing and enhancing SOPs based upon experience, industry best practices, and requirements outlined in the Performance Work Statement (PWS) ensuring constant application.
• Constantly communicates with the customers IT Managers to develop, implement review, and manage customer relations.
• Responsible for the management and oversight of the service improvement program to enhance delivery of service based on SLAs and the PWS. Evaluates new information systems products or services and recommends and presents various alternative solutions indicating the most appropriate solution.
• Provides daily updates to the Project Management Office (PMO) and all Task Managers on SLA status, notification of outages, and reports on-going issues through trend analysis.

Required Qualifications:
• Bachelor's degree or equivalent combination of education
• 7 years of progressive experience
• 4 years in a supervisory or leadership role in a large scale / multi-client Service Desk or Technical Support Department of a staff of more than 25 technicians/analysts
• Prior experience mentoring staff, fostering a team environment, and establishing policies to improve work flow processes and efficiencies
• Initiate the selection and hiring of employees and evaluate team performance using support center metrics, quality assurance monitoring, and key performance indicators (KPIs)
• Train employees to enhance their performance, development, and productivity
• Addresses performance issues and makes recommendations for personnel actions for salary increases, transfers and terminations to the PMO
• Solid technical understanding of PC and server platforms, including Windows 2003, Active Directory, Lotus Notes, Computer Associates (CA) UniCenter ServicePlus Service Desk, and Windows desktop applications is essential
• Understanding of Networking
• Exceptional oral and written communication skills
• Ability to relate to customer challenges and provide briefings in a formal presentation in a user-friendly language
• Ability to implement formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to effectively promote and market the value of the support center across the organization
• Create daily, weekly, monthly, and quarterly SLA performance reports for customers and management.

Desired Qualifications:
• Bachelor's degree in computer science, management information systems, or related field
• 12 years of progressively responsible experience
• 7 years managing help desk staff of more than 40 technicians/analysts (highly desirable)
• Help Desk Institute Support Center Director certification
• Help Desk Institute Support Center Manager certification (highly desirable)
• ITIL v3 certification (highly desirable)
• Extensive experience all in service desk service positions
• CA Unicenter accreditation or certification