Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Help Desk Manager (Tier I) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Help Desk Manager (Tier I) for the DOJ CIV Help Desk and IT Support Services is responsible for managing call center operations supporting coverage hours of 24x7x365. The Manager will demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that service desk resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Help Desk Manager (Tier I) will possess advanced skillsets to assist with resolution of complex issues.

Key Tasks and Responsibilities

Manage Tier I call center operations

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs)
• Ensure team is meeting contract SLA standards
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs
• Escalate tickets to appropriate Tier level for issue resolution when required
• Provide feedback on issues for development of the customers resolution knowledge database
• Manage and monitor problem ticket trends and perform analysis to determine changes in level of support required
• Ensure that services are performed at an acceptable level of quality
• Provide training and/or coordinate training for service personnel
• Participate in daily meetings and provide updates on team performance and progress
• Ensure personnel wear proper attire required for service area supported
• Create, analyze, and provide reports from the Automated Call Distribution (ACD) system and ITSM Tickets System
• Schedule use of contract vehicle for transportation of hardware, if required
• Ensure work practices to secure and safeguard all Government provided property and data
• Serve as the single point of contact for Tier 1 issues.

Call Center Support

• Answer phone calls, web request and emails for customer end users
• Open incidents, work orders or service request records using an IT service management ticketing system for all calls, emails, voice mails, and web requests.
• Support Tier 1 call center operations 24-hours x 365 days per year based on assigned shift
• Respond to customers in accordance with the call response guide provided by customer
• Facilitate survey for end users to complete at the end of their interaction
• Maintain and monitor all incident records within the ticketing system and provide assistance in their resolution when reviewing incident records.
• Document customer requests in ITSM system and record the action(s) taken and follow up on deferred actions
• Troubleshoot, analyze, resolve, track, escalate and accurately document tickets, incidents, work orders, service requests and problems.
• Provide responses that diagnose problems utilizing discussions with customers and the team, including problem recognition, research, isolation, and resolution steps
• Resolve incidents on first contact when possible, using remote desktop control application Microsoft Endpoint Configuration Manager (ECM)
• Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution

Job Requirements: