Help Desk Manager - Administrator

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NOVA Corporation

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1 - 10 employés

Fondée en 1999

🤝 B2B

☁️ SaaS

Technology • B2B • SaaS

NOVA Corporation est un fournisseur de solutions technologiques avancées visant à améliorer l'efficacité et la productivité dans divers secteurs. Avec un fort accent sur l'innovation, NOVA Corporation développe des produits logiciels et matériels de pointe qui servent aussi bien les marchés professionnels que grand public. La mission de l'entreprise est de doter les organisations des outils nécessaires pour réussir dans un paysage numérique en évolution rapide.

Description

• The Help Desk Manager/Administrator will oversee Tier II and Tier III support for the Geospatial Engineering Operations Mapping and Analysis Portal (GEOMAP), ensuring rapid resolution of user issues, defect management, and optimal operational uptime. • This role includes managing help desk staff, maintaining performance metrics, and ensuring compliance with AFLCMC OKRs. • This position is contingent based upon contract award. • Lead and manage Tier II and Tier III Help Desk operations in accordance with government-approved procedures. • Supervise functional analysts, developers, and DBAs supporting application troubleshooting, defect resolution, and data correction scripts. • Oversee ticket management, escalation procedures, and defect/bug tracking in approved repositories. • Collect and analyze Help Desk metrics (response time, mean time to repair, call abandonment rates) and report monthly. • Ensure compliance with AFLCMC/GB4 OKRs and adjust workload priorities to meet timeliness objectives. • Participate in root cause analyses for recurring issues and recommend process improvements. • Coordinate after-hours support for urgent Tier III issues as required. • Maintain and update user-facing documentation, knowledge bases, and SOPs.

🎯 Exigences

• Active Secret clearance required. • Must have IAT-II certification. • Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). • 5+ years in IT help desk/support roles, with at least 2 years in a leadership capacity. • Experience in DoD environments, Service Desk tools, and ITIL practices. • Strong knowledge of defect tracking and reporting in Agile software environments. • Excellent communication and customer service skills.