What are the responsibilities and job description for the IT Service Desk/Knowledge Base Manager position at Lawelawe Defense Inc.?
Who We Are
Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts that not only drive business success but also support our overall mission to uplift economically disadvantaged Native Hawaiian families and preserve the Native Hawaiian heritage.
You are
An experienced IT Service Desk/Knowledge Base Manager IV to lead our service desk team and manage our knowledge base. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer service. The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities.
How You’ll Make An Impact
The IT Service Desk Knowledge Base Manager IV will ensure seamless IT operations by supervising and coordinating a team of specialists, driving resolution of technical issues to minimize application downtime. Lead efforts in troubleshooting and resolving hardware and software problems while delivering exceptional customer support.
Responsibilities
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization.
Here's What You Need
Prior experience supporting a DoD environment
Benefits
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.
Lawelawe Defense Inc is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Notice to all Applicants
Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.
Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts that not only drive business success but also support our overall mission to uplift economically disadvantaged Native Hawaiian families and preserve the Native Hawaiian heritage.
You are
An experienced IT Service Desk/Knowledge Base Manager IV to lead our service desk team and manage our knowledge base. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer service. The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities.
How You’ll Make An Impact
The IT Service Desk Knowledge Base Manager IV will ensure seamless IT operations by supervising and coordinating a team of specialists, driving resolution of technical issues to minimize application downtime. Lead efforts in troubleshooting and resolving hardware and software problems while delivering exceptional customer support.
Responsibilities
- Supervises and coordinates activities of IT Service Desk Specialists
- Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
- Assist computer users with hardware and software questions and problems.
- This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
- Level IV performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise.
- Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
- (a) Pretest/pilot surveying; defining and refining the agenda
- (b) Survey database administration
- (c) Assessing reliability and validity of data
- (d) Determining proper survey data collection methodology
- (e) Oversees the production of reports and findings
- CS / AM Area Team Lead for any combination of the following: Help Desk (OSS), Building Techs, Account Creations, Queue Management, Entitlement Managers, Asset Management, Printer Management, Mobility, Virtual Teleconference (VTC) or other assigned area
- Oversees and directs Tier 1, Tier 2 and Tier 3 Techs in assigned area of responsibility
- Mentors the Levels 1, 2 and 3 techs
- Understands, supports, and performs all front-line tasks in assigned area of responsibility.
- Promotes employee development, identifying employees for promotion, and on the job training opportunities.
- Manages projects as assigned.
- Assigns staff according to strengths in support of meeting SLAs, and customer satisfaction.
- Sets priorities for work completion throughout the entire area.
- Performs troubleshooting of issues escalated from Level 3
- Reports to the EDC Team Lead where appropriate, and to the Branch Chief
- Serves as the first contact with customers who need technical assistance
- Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
- Provide quick resolution and excellent customer service per the establish SLAs
- Redirects unresolved issues to level 4 technicians and team leads or escalates to GSC for next level support as necessary.
- Utilizes ServiceNow to manage tickets counts and respond to users.
- Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
- Obtains feedback and suggestions for workspace development
- Establishes timelines and protocols for harder-to-solve problems.
- May be asked to perform system administrator level duties including server administration and security patching, and enterprise system support.
- May be asked to perform front line work in any area within CS / AM
- Responsible for maintaining an accurate and complete government asset inventory.
- Other duties as assigned.
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization.
Here's What You Need
- Master's degree
- Minimum of eight (8) years of experience as an IT Service Desk/Knowledge Base Manager
- Active Secret clearance
- US Citizen
- IAT Level II Certification
- CompTIA Security Certification
Prior experience supporting a DoD environment
Benefits
- A competitive compensation package
- Comprehensive health and wellness benefits, including medical, dental, and vision plans
- Access to company-provided retirement savings options with matching contributions
- Opportunities for professional growth and continued learning
- Additional perks such as discounts on various services and products
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.
Lawelawe Defense Inc is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Notice to all Applicants
Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.
