Help Desk Manager

Halvik

22h

About The Position

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special! Role and Responsibilities Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

Requirements

• Minimum AS/AA degree (or equivalent), related industry certifications (e.g. ITILv3)
• Minimum 6 years of experience in a related field
• Salesforce Service Cloud experience
• Email to Case configuration and management
• Case management and escalation procedures
• SLA tracking, monitoring, and reporting

Nice To Haves

• Salesforce Administrator certification
• Tier 2/3 technical support escalation experience
• Federal grants management domain knowledge
• Experience supporting external portal users (Experience Cloud)
• Knowledge base management
• Hypercare support planning and execution

Responsibilities

• Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

Benefits

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 51-100 employees