Abacus Technology is seeking a Deputy Service Desk Manager to oversee a team of service desk and desktop technicians providing enterprise level support for the Sandia National Laboratories. This is a full-time position.
Oversee the service desk and desktop technicians and ensure that end users are receiving the appropriate assistance. Manage the processing of incoming calls to the service desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all support functions. Establish and enforce service desk service levels agreements (SLA) in consultation with end users to establish problem resolution expectations and timeframes. Analyze performance of service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Monitor and test fixes to ensure problems have been adequately resolved. Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications as necessary. Track and analyze trends in service desk requests and generate statistical reports. Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations to management team. Identify, recommend, develop, and implement help sheets, user guides, FAQ lists, and training programs to increase end user computer literacy and self-sufficiency. Oversee the development, implementation, and administration of help desk staff training procedures and policies. Conduct research on emerging products, services, protocols, and standards in support of the service desk.
7+ years experience in technical support including experience in a lead or supervisory role. Bachelor's degree in a related field. Work related certification such as certifications from the Help Desk Institute (HDI) preferred. Must have extensive experience with desktop and server hardware (Dell) and operating systems (MS Windows). Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Demonstrated progressive experience in the management of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Exceptional written and oral communication skills. Able to effectively prioritize and execute tasks in a high-pressure environment. Some travel may be required. Must be a U.S. citizen and hold or be able to obtain a Q clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.