Help Desk Manager #2021-12125

GovCIO is a team of transformers—people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities

Manages the day-to-day operations of the NIH IT Service Desk Works with Federal Service Desk management to ensure that established SLAs are met, staffing is at appropriate levels based on workload, and operational processes are followed properly by contracting staff. Contributes to the implementation of new processes and assists in implementing staff training programs as technology changes. Supervises Service Desk Staff and evaluates performance regularly.

Required Qualifications

• This position requires an Associate’s degree or H.S. diploma, along with at least 10 years of relevant work experience in IT customer support.
• A Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related disciplines.
• This position requires a minimum of seven years of experience, of which at least three years must be specialized.
• Specialized experience includes: project development from inception to deployment, demonstrated capability in managing multi-task projects of various types and complexity.
• General experience includes project management, service level management, and IT support management.
• Strong client-facing and communication skills are required.

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