The Help Desk Lead/Manager coordinates IT support for end-users, manages help desk activities, provides technical assistance, and supervises help desk staff, ensuring high service levels and effective issue resolution.
Location: Remote
Required Clearance: Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).
Certifications: Project Management Institute (PMI) Project Management Professional (PMP) certification or Program Management Professional (PgMP) certification.
Required Education: HS Diploma/GED
Required Experience: Seven (7)+ years of experience in supporting Information Technology as a Help Desk Lead/Manager.
Position Description:
PingWind is seeking a Help Desk Lead/Manager who supports triage meetings with the stakeholders to coordinate and collect additional information relevant to the issues identified by the end-user. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Primary Responsibilities:
Typical Responsibilities/Tasks:
• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. Studies and resolve computer software and hardware problems of users.
• Acts as contact for users having problems using computer software, hardware, and operating systems.
• Determines whether the problem is caused by hardware, software, or system.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures. May perform incident management activities for categorizing and entering tickets into the tracking systems.
• Supervises and coordinates activities of Help Desk Technicians or Representatives.
• Engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers.
• Establish scripts, procedures and templates used by the helpdesk team to perform daily activities. Manages a team of help desk support staff.
• Experience with management, leadership, coordination, and customer contact for the help desk operation of a large-scale highly available system that is integrated with business-critical systems contemplated in this PWS.
• Shall have excellent leadership skills, strong interpersonal skills, and be adept at handling conflict. Exceptional documentation skills, the ability to conduct research into a wide range of computing issues, and the ability to present ideas in user-friendly language to non-technical staff and end users.
• Strong understanding of receiving, recording, and responding to help-desk requests from end-users. Managing the help desk call logging system.
• Ensuring the system is fit for purpose and providing support as necessary.
• Tracking help desk performance to ensure a high level of customer service and establishing customer service standards.
• Responsible for the hiring, training, and supporting help desk representatives and technicians.
• Expert knowledge of recent technological advances in computer science and engineering.
Required Qualifications
• 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.
Desired Qualifications
• Bachelor’s Degree
About Pingwind
PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA HUBZone Certified with offices in Washington DC and Northern Virginia. www.PingWind.com
Our benefits include:
· Eleven Federal Holidays
· Paid Time Off accrued each pay period
· Parental Leave
· Three medical plan choices with generous employer contribution
· Dental and Vision Insurance
· Company paid Short-Term and Long-Term Disability
· Company paid Life and AD&D Insurance
· 401k with competitive matching and vesting schedule
· Continuing education assistance
· Short Term / Long Term Disability & Life Insurance
· Medical, Dependent Care and Commuter Flexible Spending Accounts
· Employee Assistance Program
· Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
· 529 College Savings Plan
· Legal Insurance
· Pet Insurance
Veterans are encouraged to apply
PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
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