Digital Support Manager
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Job Location:
Rockville, MD - USA
Monthly Salary:
$ 119323 - 202850
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview
TheDigital Support Managerwill oversee all aspects ofhelpdesk support forthe National Cancer Institute (NCI)The Division of Cancer Control andpopulationSciences (DCCPS).This position will manage thehelpdesk team.The role requires a strategic detail-oriented professional who can balance technical rigor with stakeholder engagement to ensure high-qualitysupport.
The successful candidate will have a broad knowledge ofDCCPS andhelp desk management. The Digital Support Managerwill report to a divisional lead for supervision and assignments.
Position will be onsite embedded in the client siteorhybrid.
Digital SupportManagerresponsibilities include:
Supporting the operations of theDCCPSHelpDesk and User Support.
Providing Help Desk support to end users ofDCCPS
Identifying triaging and resolving or escalating IT problems to theappropriate person(s) or team.
Managing routine requests like password reset and account creation following Standard Operation Procedures and performing the task.
Working with stakeholders productmanagersand other development teams to:
Support minor front-end configuration changes.
Performrequirementsgathering design prototyping testing training deployment and post-deployment support.
Helping to prioritize the backlog of user stories for front-end configuration changes and enhancement requests.
Managingsoftwarelicenses forDCCPS.
Archiving allactionvia email or within the designated systems.
The contractor shall work alongside stakeholders productmanagersand development teams toassistwith modernization efforts by helping to roll outnew solutions. The contractor shall develop training materials schedule and conduct training and perform administrative tasks related to the roll-out ofsolutions.
Supporting the execution of data analysis operations throughout the reporting and analysis lifecycle.
Fulfilling routine reports on time and answering ad hoc data inquiries within the specific due date.
Basic Qualifications:
Bachelors degreeindata science or other social science relatedsubject.
8 years in a help deskmanagement role
3 years managing a team of help desk support specialists
Must hold current public trust
Preferred Skills:
Experience working in the federal government environment specifically NCI.
Prior work experience in a consulting environment.
Familiarity withNCIprograms.
Experience with ticketing systems such as ServiceNow or Jira.
Familiarity with remote support tools and platforms.
Professional Skills:
Ability to prioritize and manage multiple activities simultaneously in a fast-paced changing environment.
Solid team builder and team player with proven ability to manage competing prioritiesperspectivesand stakeholder needs.
Strong analytical problem-solving and decision-making capabilities.
Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs.
Excellent verbal oral interpersonal and written communication skills.
Demonstrated outstanding level of professionalism including ability to exercise good judgment discretion tact and diplomacy.
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$119323.00 - $202850.00Maryland Client Office (MD88)Required Experience:
Manager
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
About ICF: The Integral Coach Factory is one of the earliest production units of independent India. It was inaugurated by the first Prime Minister of India Pt. Jawaharlal Nehru on 2nd October, 1955. Later the Furnishing Division was inaugurated on 2nd October, 1962 and the production ... View more
