Service Desk Manager with Security Clearance

Provides onsite Service Desk support at Archives II in College Park, MD, staffing the help desk in support of the day-to-day operations and support of IT applications. The minimum qualifications are : 10 years’ experience managing a service desk; Expert knowledge of desktop and server operating systems and applications; Strong written and oral communication and Excellent interpersonal and relationship building skills. Need experience running large helpdesk 20 people. Tier 0,1 and 2. Has or eligible for Public Trust clearance. RESPONSIBILITIES

• Manage the onsite Service Desk with receives an average of 3,000 monthly incidents and service requests from ~5,300 users
• Develop and implement service desk policies and procedures
• Staff and train service desk agents
• Monitor and improve service desk performance
• Work with other IT departments to ensure that service desk requests are routed to the appropriate department for resolution
• Work with customers to resolve service desk requests in a timely and efficient manner
• Maintain service desk records and reports
• Stay up-to-date on new technologies and trends in the service desk industry
• Work with other management team members to develop Deskside Service objectives, keeping customer service and efficiency in mind.
• Lead team meetings and coach and motivate team members.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Install and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.
• Maintains upgrades and repair PCs / laptops and Window desktop applications for all system