International Executive Service Corps
Desktop Support Manager
International Executive Service Corps, Washington, District of Columbia, us, 20022
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated
Desktop Support Manager
for a Full-Time position. Job Summary: This role is largely responsible for providing remote telephone-based operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours. Essential Functions: Supervise on-site Deskside support services All aspects of both Remote and Deskside computer support Owning, tracking and resolving Information Technology (IT) incidents and requests Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems This DSM operational support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes. Knowledge Requirements: Incident Management Problem Management Change Management Critical thinking skills Active listening skills and effective communication strategies Enterprise ticketing application experience – ServiceNow experience preferred Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.) Installation and maintenance of Windows OS Installation and maintenance of Apple preferred Installation and maintenance of mobile devices Installation/updating of desktop software Remote desktop connections Antivirus support Backup and recovery Desktop performance monitoring and optimization Education: Bachelor’s Degree or equivalent. HDI Team Lead or HDI Manager Certification - required within 60 business days of hire Experience: Five (5) + years’ supervisory experience in an enterprise call center - help desk - service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment. Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now! Our Profile: We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation.
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Desktop Support Manager
for a Full-Time position. Job Summary: This role is largely responsible for providing remote telephone-based operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours. Essential Functions: Supervise on-site Deskside support services All aspects of both Remote and Deskside computer support Owning, tracking and resolving Information Technology (IT) incidents and requests Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems This DSM operational support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes. Knowledge Requirements: Incident Management Problem Management Change Management Critical thinking skills Active listening skills and effective communication strategies Enterprise ticketing application experience – ServiceNow experience preferred Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.) Installation and maintenance of Windows OS Installation and maintenance of Apple preferred Installation and maintenance of mobile devices Installation/updating of desktop software Remote desktop connections Antivirus support Backup and recovery Desktop performance monitoring and optimization Education: Bachelor’s Degree or equivalent. HDI Team Lead or HDI Manager Certification - required within 60 business days of hire Experience: Five (5) + years’ supervisory experience in an enterprise call center - help desk - service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment. Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now! Our Profile: We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation.
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