Helpdesk Manager

Job Description Core4ce is looking for a Helpdesk Manager to support a large IT Helpdesk at DHHQ in Falls Church, VA Responsibilities 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. Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes: Pretest/pilot surveying; defining and refining the agenda Survey database administration Assessing reliability and validity of data Determining proper survey data collection methodology Oversees the production of reports and findings Requirements Master's degree and 8 years of experience Experience Supervising and directing staff who are responsible for phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications 8570 Certifications Secret Clearance Required All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.