Agile Help Desk Lead (96155BR)

  • ManTech International
  • USA, MARYLAND, Columbia
  • 02/26/2018

Job Description

USA, MARYLAND, Columbia Full-Time Security Clearance: None The Agile Help Desk/Technical Support Lead SHALL have overall responsibility for the Contractor’s Technical Support/Help Desk management process, customer support process, and communication of upcoming changes to the IDM user community. The Agile Help Desk/Technical Support Lead SHALL be the primary CMS point of contact for all IDM Help Desk and technical support or customer service issues and activities. The preferred Agile Help Desk/Technical Support Lead will demonstrate a minimum of five (5) years prior relevant experience providing IDM technical support and managing help desks on a Government program, or programs, of similar size and complexity. Demonstrated experience with Information Technology Service Management (ITSM) tools (e.g., ServiceNow, Remedy, etc.) is preferred. · Provide Tier support coordination for escalated issues · Efficient and effective handling of service/support tickets · Manage resolution of tickets escalated from II product end user help desk · Perform testing and training appropriate to the project · Analyze system problems and develop solutions · Assist fellow IT partners with complex problems that arise as well as reach out to outside partners to assist in the resolution of issues identified & escalated by the product end-user help desk. · Assist other team members with tasks that require completion · Mentor, coach, and assist the product end-user help desk with proper training · Identify issues to be added to the product end-user help desk knowledge base · Deliver weekly help desk issue management reports including but not limited to ticket aging, issue categorization (root cause), time to resolution, % of tickets =>Quality Center defect. · Attend weekly defect review board (DRB) meetings to represent any escalated end-user help desk issues · Act as main point of contact for release of bundled change requests addressing production defects (CRs) to production · All other duties as assigned or directed · Prioritize and manage service/support tickets · Analyze and understand the business, system and functional requirements · Ability to read, analyze, and interpret documents · Strong interpersonal skills and effective time management skills · Ability to assist in the collection and consideration of required information and data · Establishes and maintains effective professional relationships with internal and external stakeholders · Ability to work well independently or in a team environment · Must be able to communicate effectively both verbally and in writing · Manages client relationships effectively · Facilitates discussions · Plan and manages assigned activities · Flexibility and ability to plan, prioritize, and execute multiple tasks in a fast paced environment · Self motivated, well-organized, and detail oriented · Must be proficient in Microsoft Office Suite · Must be able to adapt to organizational change · Ability to lead and direct the work necessary to resolve highly technical issues in a matrix environment · Ability to communicate technical solutions to both a technical and non-technical audience · Ability to manage release of technical solutions from the application development organization’s environment to the production control environment Preferred Skills · Bachelors Degree, or technical certification preferred, HS Diploma required · 5+ years’ experience providing customer service · Experience using an automated Help Desk logging and tracking system · Experience and subject matter expertise related to customer systems desired · Experience with healthcare performance measures and healthcare claims process a plus · Education and/or formal training may substitute for experience requirement · Scrum Master Certification, Preferred. See Qualifications / Requires Bachelor's degree (in Computer Science or related field) or equivalent, and five to seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies. JBManTech ICJBMeta