Help Desk Manager - Global Alliant Inc

Help Desk Manager

Remote work

Candidate must have lived in the U.S. for the past three (3) consecutive years to be considered. Sponsorship is not available.

Should be able to undergo Public Trust Clearance process.

Responsibilities:

• Operate an analytic and technical Help Desk to support users with research analysis as well as answers to technical questions
• 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 analysts and technicians
• Establish best practices through the entire incident management process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on Help Desk team's productivity
• Ensure that Help Desk resources are available and responsive to the end user community
• Establish and follow standardized, pre-approved escalation procedures and Service Level Agreements (SLAs) for both on and off-peak business hours to triage, resolve, and/or mitigate incidents and manage user alerts
• Prepare and deliver communications regarding incidents to the client to include source nature of the problem, detailed information regarding the type and duration of repair needed (if known); expected downtime (when known); and user impacts
• Prepare and deliver draft communications to the client for approval that includes language to be shared with end users and a recommended delivery method, such as webpage notification or email
• After incident resolution and within the pre-approved specified timeframe, provide the client with follow-up notification that includes changes implemented to resolve the problem, duration of outage and confirmed user impact
• Provide client with a Root Cause Analysis (RCA) within thirty (30) days of the event in the agreed upon format and level of detail
• Perform other duties as required and assigned
• Based on your interests, we may ask you as a technology professional to support growth-related activities, including (but not limited to) RFI, RFP, prototypes, training interns and oral presentations.

• Bachelor's degree in computer science or related field
• Active ITIL v3 or higher certification
• 5+ years of experience in Help Desk management
• Successful client reporting and customer liaison experience
• Intermediate level knowledge of Microsoft Office applications
• Experience with Help Desk scheduling and Workforce Management
• Professional written and verbal communication skills
• Ability to make sound independent judgments within established policies and procedures

• Master's Degree in related field of study or equivalent years of experience
• HDI Certification
• Help Desk management experience supporting the Centers for Medicare and Medicaid Services (CMS) and or Department of Homeland Security (DHS)

If interested in applying for the position, please reach out to me at

Global Alliant, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply.