Help Desk / EUS Manager - DoD Background Investigation

This position is open to US citizens and requires a Department of Defense (DoD) background investigation. The position requires: 11 years of relevant and related experience are required, or 8 years and a Masters Degree IAT II certificate for DoD employment HDI or similar professional certificate preferred Candidates with prior DoD experience with be given preference This position supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Level IV performs more independent thinking, complex tasks with little to no supervision, and will be required to supervise. Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes: (a) Pretest/pilot surveying; defining and refining the agenda (b) Survey database administration (c) Assessing reliability and validity of data (d) Determining proper survey data collection methodology (e) Oversees the production of reports and findings Ensure high customer satisfaction in fast paced Help Desk environment. Monitor calls, employee and subcontractor performance, and ensure services are delivered within call response time, call resolution time, and other service level agreements (SLAs). Ensure all work is documented and reported. Improve first call resolution rate and collaborate with points of escalation to improve overall customer service. Use ITSM system to manage team, generate reports, track work, and more. A1FED is an equal opportunity and veteran friendly employer that offers industry standard benefits, education and certification sponsorships for professional growth, retirement plan matching whether or not you contribute, and a supportive environment.