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Supervisor, IT Service Desk

  • Institute for Defense Analyses
  • Alexandria, VA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Overview:
The Institute for Defense analysis is actively seeking a Supervisor, IT Service Desk. This position supervises and participates in the day-to-day operations of the IT Service Desk and Conference Support functions. The incumbent organizes work and provides direct supervision to subordinates in support of network and server based system activities and security requirements across computer platforms and peripherals with diverse technologies.
Primary Responsibilities:
Plans, coordinates and directs the operational activities of the IT Service Desk and Conference Support functions. Coordinates, assigns and reviews the work of team members, estimates personnel needs and schedules, and reviews work progress. May need to personally work on problems or parts of a system due to their complexity or requirement for advanced subject matter expertise. Ensures all processes and procedures are well-documented and meet all security requirements and standards. Ensures daily operations scheduling and work assignments are maintained, to include the coordination and prioritization of project manager and project leader initiatives impacting operations.
Evaluates support processes and procedures to ensure the timely response and resolution of all Service Desk and Conference Support requests. Continually monitors and makes adjustments as necessary to resolve and prioritize requests against organizational objectives and internal service levels. Identifies systemic and repeat operational concerns and recommends solutions to enhance or improve endpoint and system operations.
Leads program and project implementations; partners with directorate supervisors in larger project implementation initiatives; makes significant contributions to IT project goals and planning efforts. Monitors all Change Management requests that affect corporate and directorate IT operations to identify operational concerns and to train and educate staff on upcoming IT initiatives.
Oversees the life cycle support of specialized networked system assets; coordinates and maintains the life cycle support of backup media storage for corporate disaster recovery operations.
Provides technical advice and guidance to project leaders and team members concerning daily operations and functions of technical operations and Conference Support services.
Keeps current on new technology, industry developments, and the tools used by EITO through formal training or independent study.
Performs other duties as assigned.
Minimum Requirements/Qualifications:
Bachelor of Science degree in Computer Science or equivalent experience in related field.
Eight years of progressively responsible and complex IT work experience
Six or more years of experience supervising and directing technical teams in IT project initiatives and user support.
Extensive experience with Microsoft Windows 10, Microsoft Office Suite, Active Directory account administration, Exchange mailbox and MS Outlook administration
Working knowledge of troubleshooting techniques, troubleshooting tools, and remote access applications (preferably Cisco AnyConnect and SonicWALL)
Familiar with Apple iPhones, Common Access Cards, SharePoint, VoIP, multi-factor authentication, and virtual meeting tools like Zoom, Google G-Suite, MS Teams/CVR
Desired attributes: Strong customer service skills, self-motivation, excellent verbal and written communications skills, ability to build strong interpersonal relationships.
Experience with MobileIron, SIPRNet, NIPRNet, JWICS, McAfee EEPC, and BMC Remedy a plus.
Must be able to obtain and maintain appropriate security clearances and be willing to work hours outside of a regular schedule.
Ability to obtain and maintain appropriate security clearances.
Ability to obtain and maintain DOD 8570 IAT II certification
Associated topics: assist, assistance, desktop, support specialist, technical support, technical support specialist, technician i, technician ii, technician iii, technology