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About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a verified Service Disabled Veteran Owned Small Business (SDVOSB), and HUBZone certified performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.

About the Position

TJFACT is seeking a dynamic Service Desk Manager in Washington, DC. This position will support the Department of Treasury (USDT) by managing OCC Service Desk & Operations, BankNet Service Desk, Knowledge Management, Incident Management, Quality Assurance, and Automated Call Distribution (ACD) Tool Support.

Responsibilities:

• Provide customer support and troubleshooting which includes knowledge and management of desktop operating systems.
• Perform help desk team supervisory duties such as developing performance standards, evaluating work performed, and advising team members on work and administrative matters. Monitor customer satisfaction.
• Responsible for operational and service management processes to ensure quality, efficiency and business outcomes are achieved.
• Plan, maintain, and schedule the installation of new or modified hardware, new build operating systems, and application software.
• Coach and develop help desk team members, approve leave requests, recommends and or approves disciplinary actions with company supervisor.
• Maintain operating systems' hardware and software efficiency.
• Possess project management methodologies and techniques to plan and manage complex Information Technology projects as requested.
• Experience with configuring and deploying new equipment for onboarding.

Requirements:

• Bachelors Degree
• Six (6) years of work experience managing a Service Desk
• Demonstrated experience overseeing and supporting service desk operations similar to a scope of 7000 inbound contacts a month and 4,000+ users working across 90+ distinct locations around the U.S.

Preferred Qualifications:

• Project Management Professional (PMP) Certification
• Knowledge, expertise, and experience performing Project Management activities and artifacts throughout an entire project lifecycle.
• Help Desk Institute (HDI) Certification
• Support Center Manager/Director
• Knowledge, skills, and experience performing statistical analysis and statistically significant sampling.

Benefits:

• Medical, Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long Term Disability
• Voluntary Term Life

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.