Sr Manager, Help Desk - Maximus Services, LLC
McLean, VA 22101
About the Job
Job Duties/Responsibilities:
• Develop processes and systems to manage and track Help Desk metrics
• Oversee and manage the ServiceNow workflow and development activities
• Formulate customer service surveys and act on the responses
• Manage Help Desk Manager, Team Leads, and Supervisors who oversee activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and business critical systems
• Manage escalations, ensuring correct assignment of resources and full problem resolution
• Identify opportunities to increase efficiency
• Act as single point of contact for "white glove" Executive support requests.
• Promote strong customer service skills and methodologies, strengthening the reputation of the MAXIMUS IT internal brand
• Collect and analyze performance metrics, responding as necessary to ensure SLAs are met
• Work closely with IT engineering and operations leadership teams to ensure supportability of all product sets
• Create and manage escalation procedures and ensure service levels are maintained
• Document, track, and monitor problems to ensure resolution in a timely manner
• Provide strategic management and objectives for the department
• Select, develop, and evaluate personnel to ensure the efficient operation of Help Desk functions
• Travel for leadership team meetings, occasionally
• Perform other duties as assigned by management
Education/Requirements:
• Bachelor's Degree from an accredited college or university, preferably in Information Technology or Computer Science or equivalent years of experience considered in lieu of degree
• 7 -9 years of related experience
• ITIL Foundations certification perferred
• Excellent organizational, written and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• Ability to maintain confidentiality and security of all information
• Ability to comply with current and updated policies and procedures
• Ability to interact courteously and effectively with a diverse population
• Excellent customer service skills
• Proficient in the use of Microsoft Office products
• Strong technical skills including Active Directory, Windows, Switching, Routing and Firewalls
• Strong troubleshooting skills
Additional Requirements as per contract/client:
Must reside in the U.S.
Must be a U.S. citizen.
Must be able to pass a criminal background check.
Must not be delinquent or in default on any federal student loans.
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Job Summary
Essential Duties and Responsibilities:
- Manage IT Help Desk Staff, IT PC Support Staff in multiple locations and IT User Provisioning Staff.
- Coordinate required systems maintenance with the Office of Information Systems (OIS) staff, vendors and project staff.
- Implement corporate security practices/policies for all applications and networks used by company staff.
- Recommend changes to policies and establish procedures.
- Manage corporate resources consisting of Windows Servers, VMWare host server, and Desktop systems; resolve any troubleshoot technical issues, monitor security warnings and install patches, monitor compliance with corporate security policies and ensure the confidentiality and security of all corporate information.
- Manage corporate network infrastructure including corporate firewalls, routers and switches in support of Corporate Technology Group.
- Resolve any troubleshoot technical issues, monitor security warnings and install patches, monitor compliance with corporate security policies and ensure the confidentiality and security of all corporate information.
Minimum Requirements:
- Bachelor's degree and 7-10 years of relevant experience or equivalent combination of education and experience required.
- Manages activities of two or more sections or departments.
- Exercises supervision in terms of costs, methods, and staffing.
- In some instances this manager may have subordinate supervisors and/or managers.
- Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
- Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
- Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.
- Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
- Establishes operational objectives and work plans and delegates assignments to subordinates.
- Senior management reviews objectives to determine success of operation.
- Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.
MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
EEO Statement
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Posted Max
USD $175,000.00/Yr.
Posted Min