Help Desk Manager/Sr. Computer Analyst

Title Help Desk Manager II/Senior Computer Analyst

Location San Antonio, TX (Onsite)

Clearance Secret

Start Based on contract award

Discover an exciting career at Foxhole Technology, an innovative IT Engineering firm founded in 2007. As leaders in cybersecurity, DEVSEC OPS, Agile Developemnt, Cloud and IT support for federal civilian and defense agencies, we're at the forefront of addressing complex technology challenges. Our talented employee-owners provide agile, scalable solutions, bridging operational gaps, operating critical systems, and securing enterprises worldwide. If you're ready to be part of a team driving impactful innovations, apply today and shape the future of IT with us!

The Help Desk Manager II is responsible for overseeing the daily operations of the help desk team, ensuring efficient handling and resolution of customer issues, and providing support for the program. This role involves leading a team of personnel, managing the service desk operations, and ensuring high standards of customer service and technical support.

• Provide leadership and management support for the help desk team, including supervision, training, and ensuring a high level of proficiency and customer service.
• Oversee service desk operations, including handling shift coverage for normal duty hours (0600 to 2300 M-F and 0700 to 1600 one weekend per month).
• Create and manage trouble tickets for incidents, problems, and requests reported via phone or email, ensuring proper categorization and assignment.
• Monitor and manage the service desk inbox to create tickets for all reported issues, ensuring prompt follow-up and resolution or escalation.
• Ensure proper triage of customer concerns and redirect customers as necessary when issues are outside the scope of technical support.
• Administer recurring training for service desk support personnel and ensure adherence to existing task instructions and procedural guidelines.
• Manage the creation, resetting, and unlocking of user accounts and passwords for assigned applications.
• Ensure that all incidents impacting system availability or accessibility are promptly communicated and resolved.
• Update and maintain Tactics, Techniques, and Procedures (TTPs) as processes change, in coordination with the Government.
• Minimum of 3 years of experience managing help desk operations, with responsibility for identifying, prioritizing, and resolving reported issues.
• Proven experience in coordinating, logging, tracking, and ensuring the resolution of help desk support incidents.
• Experience in maintaining help desk software and ensuring its integrity.
• Required DoD Certification IAT Level II.
• Required DoD Security Clearance Secret (S).
• Ability to manage and train a team while maintaining high customer service standards
  
  
  

Requirements of position Think analytically, effective verbal and written communication skills, make decisions, observe/remember details, interpret data, concentrate on tasks, adjust to change, handle stress/emotions. Regular attendance, maintain work schedule, attend meetings, meet deadlines, keyboard/type, handle confidential information, use math/calculations, stay organized, operate office equipment, may direct others. Must be able to see, have eye/hand coordination, and lift up to 10 lbs. May be exposed to dust/dirt, humidity, and noise.

Foxhole Technology is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.