• Help Desk Manager

    Posted Date 4 months ago(3/1/2018 11:05 AM)
    Job ID
    2018-2873
    # of Openings
    1
    Job Location(s)
    US-MD-Rockville
    Category
    Information Technology
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government.  We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.
     
    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused org
    anization, please apply today!

    Duties & Responsibilities

    MSC is searching for an on-site Help Desk Manager for an enterprise task order management contract within NIH. (Contingent on Award) This position will be located in Rockville, MD

     

    The Help Desk Manager will provide daily supervision and direction to service Desk staff who are responsible to provide support to customers via phone, in person, and through remote support channels.  Manager will be responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating polices, purposes, and objectives of the to the contractor’s assigned staff. The Help Desk Manager shall work with the program Manger to complete the duties related project management, transition plan and management of the tasks as part of the contract.

    • Manages a team of support personnel who troubleshoot IT desktop issues.
    • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
    • Ensures maximum issue resolutions in minimum time.
    • Documenting steps performed for problems tasks that may recur and sharing these steps with co-workers;
    • Supervision and relocating IT equipment, including desktop computers, printers, monitors, portable data storage devices, and other peripherals;
    • Writing ad-hoc technical instructions for non-technical users when remotely connecting, phone support, or face to face visits are not possible
    • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user.

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed

    Requirements

    Qualifications: 

    • Bachelor degree in computer Science, Information Systems, Engineering, Business or other related discipline is required.
    • Minimum of five years of experience, of which at least two years must be specialized. Specialized experience includes; staff management, recruitment, and retention, Help Desk/ Service Desk management.
    • Have public trust clearance, or able to obtain

    Certification:

    • Certified by the Help Desk Institute as a Help Desk Manager, Desktop support Manager or Support Center Manager.
    • Foundation Certificate in IT Service Management (ITIL) v3 preferred
    • Required are one or more of the following certifications:
      • Microsoft Certified Solution Associate (MCSA): Windows 7 or Windows 8
      • Microsoft Certified Solution Expert (MCSE): Enterprise Devices and Apps
      • Microsoft Certified Solution Associate (MCSA): Windows Server 2008
      • Microsoft Certified Solution Associate (MCSA): Windows Server 2012
      • Apple Certified Support Professional 10.9 or higher
      • Apple Certified Technical Coordinator (ACTC) 10.9 or higher
      • Certified Associate in Project Management

    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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