CENTCOM Task Lead for User Support (Help Desk Manager)

Job Category:Operations Sr Supervisor Primary Location:USA-FL: FLORIDA-TAMPASchedule:Full-time Job Type:Regular Employee Status:RegularJob Posting: 04/28/2008Description: The Task Lead for User Support (Help Desk Manager) will ensure the provision of Service Desk support to end users at HQ, CFH and TNCC on a variety of computer and communication issues. The Task Lead ensure the contract staff properly identify, research and resolve technical problems, respond to telephone calls, Automated Help Desk requests, email, and other requests for technical support.Essential Job Functions Oversees activities of multiple employees operating within a defined area for support operations. Provides input regarding operations improvements and implements as approved. Works with customer to develop, implement and review customer relations service improvement programs to enhance delivery of service. Recommends and presents various alternative solutions and indicates most appropriate solution. Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends, develops, and implements changes to policies and establishes procedures that affect immediate policies and procedures. Develops and maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel. Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager. Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance. Determines appropriate course of action and implements same. Provide continuing training and review and/or development of related policies and procedures. Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelors degree in computer science, management information systems, or related field preferred Six or more years of information systems experience Three or more years of leadership experience included Experience working with customer technology and support requirements Experience working with the technology industry Other Qualifications Strong communication skills Strong interpersonal and presentation skills for interacting with team members and clients Good organization skills to balance and prioritize work Good analytical and problem solving skills Good human relations skills to select, develop, mentor, discipline and reward employees Good personal computer and business solutions software skills Ability to work independently and as part of a team Ability to create and maintain formal and informal networks Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:Secret Create Success