We are seeking an individual to manage our internal Help Desk practice and team. The Help Desk is part of our Technology Enterprise Operations group and supports our internal user community of approximately 4,500 employees and contractors as the front line for user assistance requests submitted by phone, chat, service requests, and email. The Help Desk has direct report staff currently operating remotely across multiple time zones and is also supported with leveraged staff from other teams to provide 24×7 support to the user community.
Technology needs are the primary support deliverables for the Help Desk. The team provides Tier 1 and Tier 2 technology support to users with the remaining support needs routed to the appropriate team. All support requests are tracked in a case management system. Other direct user community related deliverables include managing or supporting end user impacting projects, end user related notifications, problem analysis, participation in the incident management process during technology events, and preparing reports for initiatives and management on end user case trends and problem areas needing attention so the end user experience and productivity is at the highest level possible.
The candidate should have a minimum of five years’ experience directly managing or leading a Service Desk (Help Desk), Call Center, or other team providing front line end user support. The candidate must have:
• experience working with incident tracking case management systems to include ensuring those systems are tuned to the needs of the mission
• experience transforming underlying case management data into metrics and reports which are used to identify user problem trends and efficiency gaps so they can be used to improve user and system experience
• experience with reporting to evaluate efficiency of the practice and ensuring that help desk engagement is directed to the highest value for the business
• insight into industry best practices to include trends and industry successes with AI and other intelligence tools in the Help Desk space to then be able to recommend and implement process enhancements with the team.
Additionally, the Help Desk is currently going through a technology transformation migrating to Microsoft Dynamics for case management and service request tracking, as well as implementing new AI tools for virtual hold and an intelligent agent so it will be beneficial if the candidate has experience implementing and tuning relevant tools sets.