Help Desk Manager
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Job Location:
Washington, AR - USA
Yearly Salary:
USD 105000 - 112000
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Required Skills:
- 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
Preferred Skills:
- 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
Halviks pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Certifications: CMMI DEV L3 | CMMI SVC L2 | ISO 9001:2015 | ISO 14001:2015 | ISO 17025:2017 | ISO 20000-1:2011 | ISO 27001:2013 Contract Vehicles: GSA OASIS SB | ARMY ITES-3S | 8(a) STARS III |
