First Call Resolution/Help Desk Manager

All jobs are open until filled regardless of original posting date.
Job Type
Security Clearance
Secret Security Clearance


Job Functions:

Requirements and Technical Skills:

  • Manages daily operations, ensures      client inquiries and requests are responded to accurately and timely and      in accordance with service level      agreements
  • Manages the quality assurance      process and related training of staff members to ensure quality client      service
  • Implements processes, tools, and      training for staff to ensure successful launch of new products
  • Provides guidance to staff in      resolution of difficult client questions/problems in order to ensure      accurate technical support information
  • Monitors client contacts with      staff to ensure standards of quality are met
  • Directly addresses client      dissatisfaction and      analyzes causes to define      strategy for implementing corrective action
  • Works with other departments to      improve processes and quality of client interaction by reviewing customer      satisfaction survey data and identifying areas      for improvement
  • Trains and evaluates employees to      enhance their performance, development, and work product
  • Addresses performance issues and      makes recommendations for personnel actions

Labor Category Description:

Provides daily supervision and direction to staff responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed or deployed under this contract. Staff serves as the first point of contact for troubleshooting hardware/software PC and printer problems.


•ITIL v3 Foundations

Labor Category Qualifications:

Associates Degree with two years of related experience. Equivalents: High School diploma with four years of specialized experience in related field, or Bachelors or Masters Degree with no experience.

Other Qualifications:
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