IT Service Desk Knowledge Base Manager Level IV

Description

Overview

Diverse Systems Group, LLC is seeking a skilled and motivated IT Service Desk professional who will be responsible for be responsible for overseeing areas of the IT service desk operations and maintaining a comprehensive knowledge base management system for the Information Technology Department at Walter Reed National Military Medical Center (WRNMMC).

Job Summary:

• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians to ensure efficient and effective service delivery.
• Identify, troubleshoot, or resolve information systems problems to minimize downtime of applications and personnel.
• Assist computer users with hardware and software questions and problems, providing timely and accurate resolutions.
• Field telephone calls, email messages, and other contacts from customers seeking guidance on technical problems, demonstrating excellent customer service skills.
• Perform more independent thinking, complex tasks with little to no supervision, and may be required to supervise junior staff members.
• Oversee all aspects of survey planning, design, sampling, and development, creating guidelines for the capture, management, and use of information for the knowledge base, including: 
• Conduct pretest/pilot surveying; define and refine the agenda to ensure accuracy and relevance.
• Administer survey databases, ensuring data integrity and security.
• Assess the reliability and validity of data collected through surveys.
• Determine proper survey data collection methodologies based on project requirements.
• Supervise the production of reports and findings, ensuring accuracy and clarity in presentation.
• Other duties as assigned

Supervisory Responsibility: No

Requirements

Skills & Abilities:

• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels. 
• Ability to work collaboratively and independently, prioritize tasks, and manage time effectively.

Education/Experience:

• 8 years of IT service desk management or equivalent experience.

Certification(s):

• Minimum certification – CompTia Security or higher certification required
• Baseline certification as stipulated in DoD 8140.01/8570.01-M shall be completed prior to start date.

Clearance:

• Must have a Secret security clearance and be able to maintain.

Nice to have:

• Knowledge of ITIL principles and certification (e.g., ITIL Foundation) 

Salary : $90,000 - $110,000