Service Desk Manager with Security Clearance

Provides onsite Service Desk support at Archives II in College Park, MD, staffing the help desk in support of the day-to-day operations and support of IT applications. The minimum qualifications are: 10 years' experience managing a service desk; Expert knowledge of desktop and server operating systems and applications; Strong written and oral communication and Excellent interpersonal and relationship building skills. Need experience running large helpdesk 20+ people. Tier 0,1 and 2. Has or eligible for Public Trust clearance. RESPONSIBILITIES
• Manage the onsite Service Desk with receives an average of 3,000 monthly incidents and service requests from 5,300 users
• Develop and implement service desk policies and procedures
• Staff and train service desk agents
• Monitor and improve service desk performance
• Work with other IT departments to ensure that service desk requests are routed to the appropriate department for resolution
• Work with customers to resolve service desk requests in a timely and efficient manner
• Maintain service desk records and reports
• Stay up-to-date on new technologies and trends in the service desk industry
• Work with other management team members to develop Deskside Service objectives, keeping customer service and efficiency in mind.
• Lead team meetings and coach and motivate team members.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Install and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.
• Maintains upgrades and repair PCs/laptops and Window desktop applications for all system