What are the responsibilities and job description for the Manager/ Help Desk Specialist Senior/Lead position at Agile Business Concepts, LLC?
1. Supervisor Tasks for Task Order Manager/ Help Desk Specialist Senior/Lead (4 Position)
· Labor Category Task Order Manager/Team Lead - Minimum 5 Years experience must be knowledgeable in Aternity software, ServiceNow applications and software, eGain applications, Bomgar software, Microsoft Office Products, and Apple IOS software products.
· Requirements is a senior manager responsible for coordinating the management of all work performed. The project manager shall act as the central point of contact. The project manager is ultimately responsible for coordinating the efforts of subcontractors, and team members, and coordinating with other contractors under the direction of the Government Program/Project Manager. The project manager shall be capable of negotiating and making binding decisions for the company.
Description:
· Daily Data Analysis from Service Desk Support:
The Contractor collects data from daily calls, emails, and telephonic, from contractor help desk specialists daily and conducts an analysis of the data. The analysis should include the number of tickets received, the number of tickets closed, and any open or escalated tickets. The contractor shall submit a daily report of the data via email to the IRS GTM.
· REPORT ALL ISSUES:
The Contractor shall report the IT service desk's unresolvable issues to the government technical manager (GTM).
· SERVICE NOW AND EGAIN PORTAL MONITORING:
The contractor shall re-route tickets to other contractor staff if needed to help redistribute the service ticket workload. The Contractor shall monitor Service Now and eGain Portal to include the call routing application (i.e., Cisco Unified Intelligence Center) and remote tool service delivery software (i.e., beyond trust/bomgar) to ensure all IT SERVICE DESK policies are followed.
· PROVIDE IRS MANAGEMENT WITH STATUSES:
The Contractor shall inform GTM via email of the P1 and P2 ticket status at any given time.
· MAINTAIN A DAILY AND WEEKLY PROGRESS REPORT:
The Contractor shall maintain daily and weekly progress reports of trouble tickets.
· PROVIDE ANALYSIS ON IT SERVICE DESK DATA: (Firm Fixed Price)
The Contractor shall provide analysis of IT SERVICE DESK trouble ticket data as assigned by GTM or management as needed.
Salary : $30,000 - $40,000