DHA HQ ITSS Help Desk/End User Support Manager

OBXtek is recruiting for an experienced IT Services Help Desk/End User Support Manager. The Help Desk/End User Manager has oversight of all operations for delivery and performance of Contractor services related to Deskside Support (Tier 2). This role involves co-management of Contractor Personnel delivering all aspects of Deskside Support (Tier 2) for normal users and will appropriately segment the end user population and required Contractor IT deskside support personnel for support. This role will seek guidance and direction from the Deputy Program Manager, as necessary, regarding ITSM matters. Qualified candidates will have experience performing the following:

• 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
• Serving as the senior point of contact for all troubleshooting of hardware or software on all types of computer operating systems and network infrastructures, computer peripherals and/or mobile IT devices within the scope of this TO PWS
• 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 may be required to supervise.
• 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

• Minimum Education: Master’s degree
• IAT II - DoD 8570.01-M certification 
• HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)
• Experience in this Discipline: Eight (8) years of progressive experience demonstrating the required proficiency

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.