Help Desk / End User Support Manager (Onsite Work)

Position: Help Desk / End User Support Manager

Location: Washington, DC ( onsite work)

Duration: Fulltime with CompQsoft

Client: DHA

Certification required by project: any IAT II

Clerance: Active DOD secret

Education: Master's degree required

• Eight (8) years of progressive experience demonstrating the required proficiency
• Provides oversite of all operations for delivery and performance of Contractor services related to Deskside Support (Tier 2). Involves co-management of Contractor Personnel delivering all aspects of Deskside Support (Tier 2) for normal users and will appropriately segment the end user population and required Contractor IT deskside support personnel for support. Seeks guidance and direction from the Deputy Program Manager, as necessary, regarding ITSM matters.
• Supervises and directs staff who are responsible for phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications.
• Senior point of contact for all troubleshooting of hardware or software on all types of computer operating systems and network infrastructures, computer peripherals and/or mobile IT devices within the scope of this TO PWS.
• Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.
• Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
• Assist computer users with hardware and software questions and problems.
• Fields telephone calls, e-mail
• Place of Performance is at various locations throughout the National Capital Region
• Telework is not normally Authorized