Highlight Technologies

Help Desk Manager

Job Locations US-DC-Washington
ID
2021-1810
Type
Full-Time

About Highlight

Know Way. Know How.

For over ten years, Highlight has provided Development and Modernization, Secure IT and Mission Solutions for our federal government customers. We know the technology; we understand the way our customers and their stakeholders work; and we know how to implement industry best practices for development and services, delivering end-to-end solutions that minimize risk and maximize results.

 

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic—to fearlessly drive change.

Overview

ACF is an operating division within HHS, and one of its missions is to foster the health and well-being of children, youth, and families, and to enable individuals and communities to be resilient, safe, healthy, and economically secure by providing federal leadership, partnership, and resources for the compassionate and effective delivery of human services. Within ACF, the Children's Bureau (CB) partners with federal, state, tribal, and local agencies to improve the overall health and well-being of our nation’s children and families.

 

In this role, you will oversee the Help Desk operations for the National Child Welfare Data Management System (NCWDMS).

Responsibilities

  • Daily supervision and direction to staff who are responsible for phone, email, and other support to users in the areas of e-mail, directories, computer operating systems, and applications developed.
  • Work with other Help Desk personnel to serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), all application issues, and printer problems.
  • Develop and maintain status reports that include Help Desk operating metrics and ensure all SLAs are adhered to.
  • Analyze Help Desk activities and develop tools and process improvements to optimize service and staff performance.
  • Onboard new Help Desk Specialists.
  • Mentor/Train Help Desk Specialists.

Qualifications

  • Must be a U.S. Citizen.
  • Eligible for HHS Suitability Clearance.
  • Bachelor's Degree.
  • 5+ years of relevant experience, including experience working on a help desk.
  • Self-starter with experience providing excellent service delivery to end users.
  • Federal contracting project experience, desired.

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