Help Desk Manager

Duties:Provide daily supervision and direction to Help Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels. Responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating policies, purposes.Qualifications:A Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or substituted verifiable experience is preferred. This position requires a minimum of five (5) years of experience, of which at least two years must be specialized. Specialized experience includes: staff management, recruitment, and retention, Help Desk / Help Desk management.The Help Desk Manager shall have a Level 5 (NACIC) security clearance or obtain a Level 5 (NACIC) security clearance within six (6) months. It is preferred that the Help Desk manager has, at minimum, a Foundation Certificate in IT Service Management (ITIL) v3 or higher. Also required are one or more of the following (or current equivalent):MTA: Microsoft Technology AssociateMCSA: Microsoft Certified Solutions AssociateMSCE: Microsoft Certified Solutions ExpertApple Certified Support ProfessionalCertified Associate in Project Management

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