46 applicants

Company

Avum Inc. · 21 hours ago

Help Desk Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

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Cyber SecurityInformation Services

No H1B

Security Clearance Required

Hiring Manager

Suzie Grieco

Insider Connection @Avum Inc.

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Responsibilities

Manage help desk operations and team

Work with Avum team leadership and customer to set specific service standards and KPIs

Evaluate Avum performance against KPIs and contractual requirements

Ensure customer service is timely and accurate

Recruit, train and support help desk representatives and technicians

Contribute to improving customer support by actively responding to queries and handling complaints

Establish best practices through the entire technical support process

Follow up with customers to identify areas of improvement

Develop daily, weekly and monthly reports on help desk team’s productivity

Provide customer feedback to the appropriate internal teams, like product developers

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Help Desk ManagementBMC HelixProcess ImprovementMetricsKPIs DefinitionRemote-Control SoftwareTechnical BackgroundOralITIL CertificationDoD Procurement ExperienceTier 3 SupportComputer Science DegreeInformation Technology DegreeTeam Management

Required

4+ Years of experience as a Help Desk manager in a technology environment (strong preference for U.S. Government/Department of Defense Help Desk experience)

6+ years of experience as Help Desk Tier 3 support

U.S. Citizenship and active U.S. Department of Defense (DoD) Secret Clearance

Experience with BMC Helix, or similar help desk software

Experience with Process improvement in a help desk environment

Experience defining metrics and KPIs, tracking against SLAs, using data

Strong technical background complemented by customer service and problem solving experience

Hands-on experience with help desk and remote-control software

Solid technical background with an ability to give instructions to a non-technical audience

Excellent oral and written communications skills

Team management skills

BS degree in Computer Science, Information Technology or relevant field, and/or relevant experience