Status: Full-time position
Location: Albuquerque, NM
Deadline Date: Until Filled
Date Available: 9/10/13
Job Summary: Phase One Consulting Group is seeking an experienced Help Desk Project Manager to support critical mission support activities for a Federal government agency. The candidate will be responsible for fostering and maintaining productive working relationships with numerous senior customers. The candidate will also be responsible for managing a team of Help Desk technicians ensuring that all tasks are completed in timely fashion, resources are allocated properly, and that the customer is satisfied with the ticket resolution support performed by the team. The Help Desk Manager will use excellent interpersonal skills to interact with end users, as well as software developers and managers to communicate updates, perceived trends from analysis of relating tickets, and to convey solutions and workarounds. The Help Desk Manager will also ensure the Help Desk team leverages multiple communications channels to expedite information flow and to maximize ticket resolution.
8+ years in a technical project management, Help Desk management, or consulting services profession.
3-5 years in a help desk tier 2 support environment.
High degree of competency and experience with project management including: issue and risk identification and management, tracking dependencies and milestones, and communication of overall project status.
Ability to creatively solve challenging business/technology problems.
Must be able to manage multiple tasks simultaneously, prioritize workload effectively, and thrive in a dynamic and complex environment.
Passion for customer service.
trong communicator that has the ability to work without direct supervision or detailed direction.
Client friendliness with the ability to build and maintain trusting and value added client relationships.
xperience with using and managing Help Desk ticketing systems.
ndidates must be able to work on-site at client sites located Washington, DC and must be able to obtain a U.S. Federal government client badge and may be required to pass a government background investigation.
Project Management Professional (PMP) certification.
Bachelor's degree or higher in Computer Science, Engineering, Mathematics, Management Information Systems, Economics, or equivalent experience.
Duties: Ensure Help Desk team is monitoring Help Desk ticketing system and electronic mail software for incoming tickets and updates to existing tickets.
Ensure that the response of Help Desk ticket items occurs, that it is timely, and that all tasks are tracked and allocated properly.
Support all Tier 2 activities.
Responsible for the response and execution of incoming service requests.
Prioritization of service requests and enhancement requests.
Perform technical writing and documentation activities.
Proactively act on the shift toward a Service Desk model where self service is the center point.
Build client trust and respect, establish client relationships, and develop rapport with client.
Lead and facilitate all team meetings.
Work directly with Operations Manager and Product Owners for addressing tickets and their priorities.
Facilitate continuous improvement within the environment.
Other duties as assigned by the COTR.
Phase One Consulting Group is an equal opportunity and affirmative action employer regardless of a person's race, color, religion, national origin, age, disability, military status, gender or sexual orientation.
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