Help Desk Manager on GSA STARS II Small Business IDIQ supervises the provision of high-quality technical support in a timely manner to clients, whether they are internal clients working for the same company or external clients who contracted with the technical support department. This requires knowledge of both organizationally approved software and hardware systems and effective personnel management skills. Help Desk Managers or Administrators are usually proficient in different computer software programs and applications that can be used for the necessary technical support of the organization’s customers and staff. Have degrees in Public relations or any other certifications in relevant fields. Possess hands-on experience with help desk and remote-control programs and applications. Have a strong technical background with ability to give instructions to a non-technical audience. Have a robust customer care service experience with customer-oriented services targeted at solving both unique and general problems. Pay close attention to details and ensure clients get the best experience. Identify, analyze, and solve both simple and complex computer problems. Have a strong writing skill that is helpful in preparing instructions and email responses for employees and clients, as well as in real time online chat interaction. Focus on solving technical problems relating to computer applications, system management, and electronic devices. Play critical roles in both the IT department and IT services, as this position brings together several parties taking part in the business: the desk help team, staff, clients, suppliers, and management. Manage the help desk team and performance appraisal team; ensure timely and accurate customer service on a daily basis; recruit, train and support the help desk representatives and technicians; and set specific standards for customer service. Contribute to improving customer support by actively responding to inquiries and handling complaints, develop best practices through the entire technical support process; follow up with clients to identify areas for improvement; develop daily, weekly and monthly reports on the productivity of the Help Desk team; and provide customer feedback to appropriate internal teams, such as product developers.
CLIN 52 Help Desk Manager
$96.91 / Per Hour
Help Desk Manager on GSA STARS II Small Business IDIQ has overall responsibility for help desk operations associated with the identification, prioritization and resolution of reported problems. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved appropriately. May maintain responsibility for development, maintenance and integrity of help desk software. Requires 3 years experience in the field.