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Service Desk Manager

Company: Booz Allen Hamilton
Location: Arlington
Posted on: May 3, 2021

Job Description:

Location: Arlington, Virginia, USAJob Number: R0106333 Service Desk ManagerKey Role:Lead a team of technicians directly supporting Cabinet level DoD staff to respond to all issues or requests that arise in an expedient manner. Provide Tier I support, field phone calls from the user community, log issues and requests into ticketing systems, and perform basic troubleshooting over the phone. Provide onsite Tier 2 support at the customer's location. Respond to all issues or requests that arise in an expedient manner and support VIP customers in a fast-paced environment. Help team members improve their technical and customer service skills. Conduct in-depth troubleshooting or resolution of failed OS deployments, including working with vendors such as Microsoft, Adobe, Dell, or others and work with firmware and patching compliance teams to resolve issues.Basic Qualifications:8years of experience with supporting DoD or other government organizations as a member of a 24/7 service desk5years of experience with managing a team of 10 or more individuals5years of experience with troubleshooting Windows desktop hardware and softwareExperience with managing multiple ongoing projects and tasks, managing team members' work schedules, and providing directions to team members on handling complex issues or projectsExperience interfacing with high level government staff using verbal and written expertiseAbility to develop and implement a proactive approach to identifying and handling potential issuesTS/SCI clearance BA or BS degree DoD 8570 IAT II Certification, including Securityand Computing Environment Certificate Ability to obtain HDI Support Center Analyst certification within 60 days of hire AdditionalQualifications:Experience with developing training requirements and materials to be presented and implemented within a teamBA or BS degree in IT or related field; MA or MS degree preferredDoD 8570 IAT III or IAM II Certification Clearance:Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.We're an EOE that empowers our people"no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic"to fearlessly drive change.SDL2017

Keywords: Booz Allen Hamilton, Arlington , Service Desk Manager, Other , Arlington, Virginia

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