Evolver, Inc.

  • Help Desk Manager (EOCM)

    Job Location US-MD-Bowie
    Posted Date 6 days ago(6 days ago)
    Job ID
    2018-2699
    # of Openings
    1
  • Overview

    Evolver is a technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. Established in 2000, Evolver has successfully grown to be a trusted technology leader. Evolver’s efforts and growth have been recognized by leading publications and organizations, including Inc. 5000 for five consecutive years, and most recently “Future 50” from SmartCEO. With a dedicated focus on client satisfaction, Evolver has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Evolver’s core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.

     

    We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join Evolver, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company.

     

    Evolver is seeking a Hel;p Desk Manager (Enterprise OPS Center) to work in Bowie, Maryland.

    Essential Job Duties and Responsibilities

    Project Overview:

    The Enterprise Operations Center Manager (EOCM) will oversee the enterprise operations service desk staff supporting the agency’s systems, hybrid cloud infrastructure and its applications. The EOCM will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.  A key duty will be to supplement and enhance the Knowledge Management System (KMS) in order to reduce future escalations.

     

    Responsibilities:

    • Develop, implement and enforce Service Desk policies and procedures.
    • Develop, plan and implement Service Validation & Testing (SVT) processes.
    • Develop and implement process design, performance analysis and proactive resolution plans.
    • Develop and implement escalation policies and procedures.
    • Develop outage communication and coordination plans.
    • Ensure consistent service levels and quick resolutions.
    • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues.
    • Manage, track, report, process and assign tickets daily and across shifts.
    • Track and analyze trends and produce reports as required.
    • Monitor incident trends and coordinate process improvement and proactive resolution processes.
    • Identify and oversee the development and implementation of staff training.
    • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
    • Collaborate with stakeholders to develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
    • Analyze performance Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service while preventing future problems.
    • Conduct continuous improvement and update the Knowledge Base (KB) as required.
    • Support the development of KB articles for use by Tier-1 & Tier-2 service desks agents.
    • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
    • Troubleshoot operating system, application, network, and mobile issues.
    • Manage Service Desk staffing schedules.
    • Conduct brown-bag training sessions.

    Minimum Qualifications and Requirements

    Required Technical Skills / Experience:

    Candidate must have the following knowledge, experience, and abilities:

    • 8-10 years of progressive experience in an Enterprise Service Desk / Enterprise Operations Center setting.
    • ITIL v3 certification and/or formal training in ITIL/ITSM preferred.
    • Demonstrated experience in the management of a technical support team.
    • Direct experience running medium to large Enterprise Service Desk (over 25 agents).
    • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems.
    • Familiarity and practical application of advanced principles of ITIL/ITSM.
    • Excellent oral and written communication skills.
    • Ability to present executive management incident debriefs and root cause analysis reports.
    • Must be familiar with source and artifact control, configuration and knowledge management.
    • Customer advocate consistently meeting/exceeding expectations and incorporating customer service into all aspects of work.

     

    Hands-On Exposure:

    • Experience using and managing monitoring tools such as SolarWinds and AppDynamics.
    • Experience creating, managing and running reports in BMC Remedy.
    • Experience managing Microsoft Windows & Red Hat Linux in large environments.
    • Day-to-day fluency using Microsoft Active Directory to manage policies & user objects.
    • Knowledge of security policies and general vulnerabilities management.

     

    Soft Skills and Abilities:

    • Organizational Skills: Follows tasks to their logical conclusion and ensures that work is compliant to general standard. Good attention to detail.
    • Team Work: Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Ability to influence others and move a proposal effort toward a common vision or goal.
    • Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon the audience and context. Excellent active listening skills.  Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel.
    • Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, and implementing solutions.
    • Results Oriented: Able to drive projects forward regardless of constraints.

    Technical Requirements (required and desired)

    Shift Work and Travel:

    • Base Shift hours: 8:00 AM ET – 5:00 PM ET, M-F (No Telework).
    • Must be available for on-call support as required (Flexibility Required).

     

    Training and Certifications (required and desired)

    Security Requirements:

    • Candidate must be a U.S. Citizen and able to pass a Public Trust Assessment

    EOE Statement

    At Evolver, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.

    Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD&D and short term and long term disability insurance.

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