Help Desk Manager

Profile

Help Desk Manager
shall oversee all Tier 1 technicians, analysts, and specialists providing technical support to all AFNCR customer requests and inquiries. Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems. The Help Desk Manager shall implement processes and improvements to support Platinum, Gold, and Silver Customer Service Levels.
Primary Duties/Responsibilities:
Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems. The Help Desk Manager shall implement processes and improvements to support Platinum, Gold, and Silver Customer Service Levels.
Job Requirements :
Mandatory:
Bachelor's degree in Information Technology, Information Systems, or Computer Science or Equivalent Training and Experience
Minimum of 10 years of Help Desk Management supporting 15,000 Customers
Current certifications from an organization such as the Help Desk Institute (HDI).
DOD 8570 Certified
Top Secret/SCI DOD Clearance (Active)
Desirable:
High Level of organization
DoD experience working with high ranking officials
Effective Communication
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