Help Desk Specialist (Senior)

DecisionPoint Corporation is seeking a Help Desk Specialist (Senior) to join our IRS Customer Support Services (CSS) IT Service Desk team. The Help Desk Specialist Senior is responsible for overseeing the daily operations of the IRS Service Desk. This senior management role involves coordinating efforts among subcontractors, team members, and other contractors, ensuring that all work is performed in alignment with IRS policies and guidelines. The Task Order Manager is the central point of contact and provides daily reports to the IRS GTM while managing ticket escalation, workload distribution, and quality assurance.

Act as the central point of contact for all work performed under the IRS IT Service Desk.
• Coordinate efforts with subcontractors, team members, and other contractors, ensuring alignment with IRS policies and standards.
• Collect and analyze data from daily Service Desk operations, including tickets received, closed, and escalated.
• Provide daily and weekly reports of Service Desk performance to the IRS GTM.
• Monitor ServiceNow and eGain portals, redistributing tickets when necessary to balance workload.
• Provide IRS management with real-time status updates on P1 and P2 tickets.
• Ensure that all trouble tickets are resolved within the prescribed average handle time.
• Develop and maintain project documentation, policies, procedures, and progress reports.

• Active Public Trust Clearance or ability to obtain Public Trust clearance.
• Completed IRS Minimum Background Investigation or ability to clear IRS Minimum Background Investigation.
• Minimum of 5 years of experience in a management role overseeing IT Service Desk operations.
• Knowledge of Aternity software, ServiceNow, eGain, Bomgar, Microsoft Office Products, and Apple IOS software.
• Strong leadership and supervisory skills to manage multiple resources and ensure timely completion of tasks.
• Experience in analyzing Service Desk data and providing detailed reports to management.
• Excellent communication skills, both written and oral, to relay information to IRS management and team members.
• Ability to work independently and as part of a team to create a productive and efficient work environment.

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.