Vacancy: Help Desk Interface Manager

Omni Systems • Mclean, VA

214d • Remote

About The Position

We are looking for an experienced help desk manager to oversee our support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues. To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.

Requirements

• At least two years of experience as a Help Desk Manager or in a technical support role.
• Strong technical background.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Excellent leadership and people management skills.
• Strong customer service skills.
• Ability and desire to provide excellent customer service to internal and external customers.
• Desire to learn the ticket lifecycle process.
• Knowledge of software and operating systems.
• Working knowledge of MS operating systems, Windows environment, and Java applications.
• Ability to do an analysis of existing systems and recommend process improvements.
• Proficient in MS Office Suite of tools.
• Highly organized and able to work independently.
• Familiarity with Information Technology Infrastructure Library (ITIL v3 or greater).

Nice To Haves

• Bachelor's Degree in Computer Science or equivalent work experience desired.

Responsibilities

• Managing and supporting a team of 10 resources.
• Mentoring your team, providing training, and conducting performance evaluations.
• Monitoring team performance and developing feedback reports for management.
• Communicating with clients and providing in-person and phone support, if required.
• Troubleshooting and resolving technical issues.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Making recommendations to improve operational efficiency.
• Answer internal and external telephone calls for end-user issues or requests, complete tickets in the ticketing system, and process the requests.
• Monitor end-user arriving via email for end-users seeking help, by completing a ticket in the ticketing system and processing the request.
• Serve as the single point of contact to the end-users for related issues, problems, requests, and escalations.
• Track, route, and redirect problems to correct resources.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Walk the customer through the problem-solving process.
• Coordinate, monitor, and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Level Agreements.
• Work directly with the Client's service partners for escalation and timely issue resolution.
• Provide help desk support and resolve problems to the end user’s satisfaction.
• Verify with the customer that the issue has been resolved and update the ticketing system.
• Receives and prioritizes issues and forwards using appropriate escalation procedures.
• Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems.
• Recommend procedure modifications or actively contribute to ongoing process improvements.
• Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks.
• Perform IT Service Desk services as follows: Unlocking user accounts and resetting passwords, Resetting username and other applicable system passwords, Track and respond to two-factor authentication tokens issues for Remote Access.
• Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact.
• Create and Modify user accounts in accordance with Security policies.
• Monitor and maintain data transmission according to the service-level agreement.
• Monitor edits/errors associated with multiple interfaces; identify any issues with a corrective action plan.
• Interact with and perform activities daily with multiple external and internal interface partners.
• Provide technical/application troubleshooting and quality assurance.
• Learn about client limitations and propose alternatives as well as workarounds.
• Implementation of interfaces on the interface engine.
• Coordinate test message transfer and acceptance with the vendor.
• Establish and maintain interface process documentation, to include interface project tracking as well as technical documentation.
• Participate in active interface projects/releases to make sure they are progressing to the expected timeline of interface scope.
• Identify process improvement areas.
• Plan, arrange and manage allocated tasks and project milestones.
• Provide status updates to the Interface Lead and Manager.
• Train and support interface products as internal support and in a customer facing capacity as needed.
• Support A123 and SOC Audits - provide artifacts and workflows.
• Support special projects or assignments as needed.

Benefits

• Flexible working hours with rotating shifts.
• Work from home during COVID with potential return to on-site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees