What are the responsibilities and job description for the DAI Help Desk Manager - Secret - Washington D.C. position at Biz First?
Job Description
DAI Help Desk Manager - Secret - Washington, D.C. (Remote)
BizFirst is assisting our client with recruiting a highly skilled and experienced DAI Help Desk Manager in Washington, D.C. (Remote). The person in this position will provide daily supervision, direction, and guidance to our contract personnel responsible for remote-access user support and training. The DAI Help Desk Manager will play a crucial role in organizing, directing, and monitoring the work of qualified personnel, as well as scheduling personnel rotations to ensure efficient and effective help desk coverage and support operations. The ideal candidate will have a strong background in supporting and managing large, complex program management, specifically within the DoD and utilizing Oracle Federal Financials.
Responsibilities :
- Provide daily supervision, direction, and guidance to contract personnel responsible for remote-access user support and training.
- Organize, direct, and monitor the work of qualified personnel to ensure efficient and effective help desk coverage and support operations.
- Schedule personnel rotations to maintain appropriate staffing levels.
- Collaborate with cross-functional teams to resolve user issues and provide timely solutions.
- Develop and implement standard operating procedures (SOPs) for the help desk team.
- Conduct regular performance evaluations and provide feedback to the team members.
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Identify training needs and coordinate training sessions for help desk staff.
- Stay updated with the latest trends and technologies in help desk management and support.
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