IT Help Desk Support

  

  • Lead a team of Computer Specialists and supervise all help desk functions
  • Ensure delivery of quality technical support for clients, as well as oversees the work of Help Desk  staff to ensure help desk work orders are prioritized and mitigated IAW PWS requirements; provides lead role for desktop support personnel,contract systems administrators and materials handler (asset management  and supplies)
  • Set the tone for help desk customer service response for contract and federal customers
  • Ensure team manages and resolves problem tickets in accordance with the ITIL model.
  • Lead team in resolving problem  tickets and fulfilling Service Level agreements
  • Schedule staff to provide required coverage during hours of operation
  • Track performance measures and  ensure prompt resolution of end user issues
  • Ensure ticket queues are managed properly and work being conducted meets all applicable standards, SLO's and timelines
  • Identifies problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Provide training and reporting as needed

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