Help Desk Lead/Manager

🕒 il y a 9 mois

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PingWind Inc. (SDVOSB)

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51 - 200 employés

🔒 Cybersecurity

🏛️ Gouvernement

☁️ SaaS

Cybersecurity • Government • SaaS

PingWind Inc. est une petite entreprise (SDVOSB) certifiée par la SBA et détenue par un ancien combattant handicapé, spécialisée dans la fourniture de services essentiels pour les partenaires du gouvernement fédéral. Les compétences principales de l'entreprise incluent la cybersécurité et l'assurance de l'information, l'optimisation des infrastructures informatiques et la gestion de plateformes basées sur le cloud, ainsi que le conseil en gestion et la chaîne d'approvisionnement. En utilisant des technologies de pointe et des meilleures pratiques, PingWind aide ses clients à sécuriser l'information, moderniser les systèmes et optimiser la performance pour atteindre une efficacité maximale. Basée à Annandale, Virginie, PingWind soutient plus de 250 employés répartis dans 37 états.

Description

• Supports triage meetings with stakeholders to coordinate and collect additional information relevant to issues identified by end-users. • Receives telephone calls and emails from users having problems using computer software and hardware and provides technical assistance. • Analyzes problems and provides technical assistance, support, and advice for hardware, software, and systems. • Determines whether problems are caused by hardware, software, or systems and may perform incident management activities. • Supervises and coordinates activities of Help Desk Technicians or Representatives and manages a help desk team. • Establishes scripts, procedures and templates for helpdesk team daily activities. • Manages help desk call logging system and ensures system fit for purpose. • Tracks help desk performance, establishes customer service standards, and ensures high level of customer service. • Responsible for hiring, training, and supporting help desk representatives and technicians.

🎯 Exigences

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c). • Project Management Institute (PMI) Project Management Professional (PMP) certification or Program Management Professional (PgMP) certification. • HS Diploma/GED • Seven (7)+ years of experience in supporting Information Technology as a Help Desk Lead/Manager. • Excellent leadership skills, strong interpersonal skills, adept at handling conflict. • Exceptional documentation skills and ability to present ideas in user-friendly language to non-technical staff. • Strong understanding of receiving, recording, and responding to help-desk requests and managing call logging systems. • Experience supervising and coordinating Help Desk Technicians or Representatives. • Experience hiring, training, and supporting help desk representatives and technicians. • Expert knowledge of recent technological advances in computer science and engineering.