Helpdesk

As the Information Technology Service Center (ITSC) Manager supporting the NASA/JSC Communications, Multimedia, and Information Technology (COMIT) Contract your prior experience will be needed to serve customers by planning and implementing helpdesk strategies and operations, improving systems and processes, and managing staff.  The COMIT contract provides information technology operations and maintenance services to support JSC's mission and its thousands of customers. The ITSC Manager defines service levels, service agreements and manages helpdesk operations.  The ITSC Manager establishes processes to identify, track, escalate, resolve and report customer problems.  The ITSC Manager works with COMIT management and customers to define standards and measures for quality and customer satisfaction requirements and utilizes current technologies to implement process improvements and track analytics.  The COMIT ITSC Manager analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction.   This position is responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.

Highlights of Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Manages a team of support personnel who troubleshoot and resolve IT issues, while providing exceptional customer service.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assists with problem and change management procedures as well as asset management.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Utilizes global and industry best practices and frameworks such as ITIL, COBIT, and others
• Develops internal support policies and procedures, coordinate change and problem, assest management policies.
• Develops, implements, and makes available or publishes support metrics to include Key Performance Indicators, Critical Success Factors, and other metrics that are relevant to the IT support environment.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Evaluates new support systems products or services and suggests changes to existing products or services to provide improved service and support.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Required Education and Experience:

• Minimum 3 years' experience leading and managing an IT helpdesk team in an enterprise environment.
• BS degree in information technology, engineering, science, mathematics, business, or related field or additional 5 years experience
• Strong understanding of up-to-date enterprise IT concepts, practices, and procedures, including ITIL or ITSM.

Preferred Education and Experience:

• MS degree in information technology, engineering, or related field
• Experience managing IT Helpdesk or Customer Support in federal contracting environment
• Certification such as ITIL Foundations or HDI Service Desk Manager highly desirable

EOE M/F/V

Current Openings for Helpdesk Jobs at GHG Corporation

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