Help Desk Manager

Company: General Dynamics Mission Systems, Inc
Location: Arlington, Virginia, United States
Type: Full-time
Posted: 12.AUG.2021
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Summary

Basic Qualifications : Bachelor's degree in a related specialized area; or equivalent is required plus a minimum of 5 years of relevant expe...

Description

Basic Qualifications :
Bachelor's degree in a related specialized area; or equivalent is required plus a minimum of 5 years of relevant experience; or Master's degree plus a minimum of 3 years of relevant experience to meet managerial expectations.

CLEARANCE REQUIREMENTS:
This position requires a minimum of an active Top Secret clearance. Must have eligibility for an SCI. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

Responsibilities for this Position:
At General Dynamics Mission Systems, we create the technologies, products and services that help our nation's heroes keep our nation safe. The work we do is so advanced, we are continuously moving the boundaries of what's possible. Here you'll work with the best and your talent will be front and center on projects that impact the world. Are you up to the challenge?

We apply advanced technologies such as Artificial Intelligence, Blockchain, AR/VR, Cloud Native and Quantum Physics to solve our customers' missions in cyber, RF, undersea, interstellar and everything in between.

We are looking for a Help Desk Manager to provide strategic leadership and direction for the delivery of service desk support to our system end user. Utilizing your arsenal of skills and talents, you'll manage all facets of customer relations including participating in the resolution of customer concerns and defining and developing a customer contact strategy. You'll analyze operational processes, escalation procedures, and perform training needs assessments for identifying opportunities for service delivery improvements and value to our customers. We'll rely on you to be the liaison between end users and technical organization.

What you'll experience:Technologies that aren't just top-notch, they're often top-secret

A team of bold thinkers committed to exploring what's next

Opportunities to gain new knowledge - as it's discovered

What you bring to the table:Bachelor's degree in a related specialized area or equivalent plus a minimum of 5 years of relevant experience; or Master's degree plus a minimum of 3 years of relevant experience to meet managerial expectations

5 years managing help desk and other IT staff.

7 years progressively responsible experience in a technical/computer related capacity.

Ability to effectively manage people, including performance evaluations and pay increase recommendations

Excellent interaction skills to gain cooperation of others, ability to conduct presentations of technical information concerning specific projects or schedules

What sets you apart:Demonstrated skills to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical support with outstanding service, satisfaction, and timeliness.

Candidate must meet DoDD 8140.01 (IAM-1) requirements

Creative thinking with the ability to multi-task

Commitment to ongoing professional development

Team player who thrives in collaborative environments and revels in team success

In addition, the successful Help Desk Manager must have:

Hands on experience using Remedy Ticketing system

Windows based Operating Systems (OS) and windows technology

Extensive troubleshooting experience

Customer service experience

Extensive Help Desk experience

Microsoft Office product experience

Excellent communications skills

Ability to multi-task

Experience collecting system use metrics

A minimum of a IAT Level II (DoD 8570.1M) certification is required: e.g. GIAC Security Essentials - GSEC; CompTIA Security+ CE; Security Certified Network Professional - SCNP; Systems Security Certified Practitioner - SSCP

Company Overview:
General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of 12,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency. We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose. You will also enjoy a flexible work environment where contributions are recognized and rewarded. If who we are and what we do resonates with you, we invite you to join our high performance team!

General Dynamics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce. EOE/Disability/Veteran

 
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