Federate Systems is looking for a Help Desk Manager to support one of the projects with NIH in Maryland. Help desk manager should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals.
Job RESPONSIBILITIES:
· Manage the help desk team and evaluate performance
· Ensure customer service is timely and accurate on a daily basis
· Recruit, train and support help desk representatives and technicians
· Analyzes user needs to determine functional and cross-functional requirements.
· Performs functional allocation to identify required tasks and their interrelationships.
· Identifies resources required for each task.
· Identifies necessary interface requirements between enterprise solution applications and legacy IT environment.
· Supports all program/project planning and milestone development.
· Supports business case analysis and identification of alternative solutions and resulting business impacts.
Required EDUCATION, Skills AND EXPERIENCE:
· Bachelors Degree with 12-14 years of experience.
· Mac and Windows environment experience with ServiceNow as helpdesk ticketing system.
· Email and Calendar Support, O365/OneDrive, RSA Token, PIV Card/Identity Access Management, Password Support, VPN, Teams/Skype/Jabber Instant Messenger, Slack etc.
· Iphone and Android, SEFT (secure email), Network Connectivity Issues, LISTSERV, Active Directory (AD) / Exchange, Account Creation and Administration.
· US Citizen or GC.
· Public Trust clearance will be enabled