IT Help Desk Manager

US-DC-Washington
Job ID
2017-1894
Category
Technical Support

Overview

Are you looking for an opportunity to join a growing company that is innovative, cutting edge, and mission centered?  Our prestigious technical and management consultants work closely with our customers in a dynamic, solution-oriented environment, and we are inviting you to apply for our recent opening as a Help Desk Manager.

 

About the Project

Buchanan & Edwards manages the operations and maintenance of the Integrated Acquisition System (IAS), comprised of two COTS technologies – Oracle eBusiness Suite and Compusearch PRISM.  Our solution drives mission critical procurements for the Department of Agriculture, enhancing their ability to meet various missions related to food production, food safety, research, conservation, and incident (wildfire) management. Included in the scope of work is running a small help desk (currently four tier 1 technicians with part time tier II and III analysts) which receive approximately 1,000 service requests a month.   The help desk is managed under a fixed price contract, with BE responsible for meeting SLAs for responsiveness and end user satisfaction.

Clearance

Public Trust

Responsibilities

Buchanan & Edwards seeks a help desk manager to oversee and improve help desk operations related to our existing solution.  The Help Desk Manager provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

 

Qualifications

  • Bachelor of Science degree in a business or technology field
  • Previous experience as a help desk technician for technology related questions.
  • At least two years of experience managing a small help desk (less than 10 staff).
  • Ability to manage 4 to 8 help desk staff, including scheduling, ticket routing, performance management, training, career management, and team building.
  • Ability to work directly with government clients.
  • Ability to coordinate across functional departments to coordinate tier II and III support.
  • Ability to drive improvements in overall help desk operations and outcomes that are valuable to the client, including responsiveness, efficiency, customer satisfaction, and consistency.
  • Ability to analyze ticket information and recommend program improvements, including training, end user outreach, new system enhancements, and process improvements.
  • Basic understanding of Federal procurement processes.
  • Excellent written and oral communication skills.
  • Basic understanding of help desk support technologies, such as ticketing systems and phone systems.

Buchanan & Edwards, Inc. (BE) is an Information Technology and Professional Services consulting firm located in Arlington, VA. BE is a diversified high-technology services company, providing government, commercial and nonprofit agencies technology solutions and organizational management services to ensure mission success. Serving the federal sector since 1998, we base our solutions on an in-depth understanding of our clients, their mission and the unique challenges they face. BE is the winner of the 2015 Microsoft U.S. Federal Solution Partner of the Year award, a 2015 and 2016 Washington Post Top Workplace and has been an Inc. 500/5000 awardee for six consecutive years.

 

Buchanan & Edwards, Inc. is dedicated to fostering, cultivating and preserving a culture of diversity and inclusion. We are committed to crafting a workplace that endorses creativity and innovation, and promotes engagement through open communication, acceptance of new people and ideas, and a supportive team dynamic. Buchanan & Edwards, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. EOE Minority/Female/Veteran/Disabled. Buchanan & Edwards, Inc. is an E-Verify employer.

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