Sr. Service Desk

The scope of work for the Help Desk Services Manager shall include providing a supervisory role in the operations, and staffing of the help desk, including developing work plans and schedules. Additional duties shall include leading, scheduling, coordinating, and overseeing daily, weekly, and monthly help desk functions such as trouble ticket management, customer feedback, and problem resolutions. The Help Desk Services Manager shall also develop and update support plans, prepare the team for new product releases, monitor and report product-related issues to the TPC, develop and direct projects to improve help desk support capabilities, and working with the Help Desk staff to ensure the processes outlined in the SLA are understood and followed.

Minimum Education and Experience Bachelor’s Degree and 5 years work experience or equivalent experience Required Skills and Education Required Duties, Knowledge, and Experience :

o Demonstrated written and verbal skills, interpersonal skills and abilities, and sensitivity to business culture and organizational structure of a litigating environment when performing project tasks such as project design and implementation planning.

o Proven leadership capabilities leading a team greater than five fulltime resources.

o Knowledgeable and experienced with a wide variety of industry standard application software and office automation systems.

o Demonstrated ability to interface with diverse computer users to successfully complete problem resolutions.

o Capabilities in performing a variety of professional support functions using office automation systems, and automated call handling and trouble ticket management systems such as Remedy or similar COTS products.

o Understanding of the system development lifecycle and how it relates to service support and service delivery or IT projects.

o Demonstrated capabilities in developing organization processes and procedures.

o Experienced in developing reporting metrics from standard Excel-supported data files.

o Adjudicated Public Trust Level 6 (or ability to receive said EOD Waiver as a result of an SF85P+85P-S investigation)

Preferred Skills and Education Preferred and/or Supplemental Qualifications/Experience :

o Bachelor’s (4-year) degree.

o Four years or more of experience answering high volume help desk technical calls.

o ITIL Foundations certifications

o A+ certification

o Security+ certification

o Project Management certification

About BAE Systems Intelligence & Security BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That’s BAE Systems. That’s Inspired Work.

Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit and follow us on Facebook: EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression

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