Help Desk Manager (remote) with Security Clearance

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Job description

KITS Job ID Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Help Desk Manager to support KITS and our government customer. This is a Remote opportunity. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag Government Services is seeking a highly skilled Help Desk Manager to support a 24/7 365-hour web asset support the Global Public Affairs Office of the US Department of State. The duties of this project include the Architecture, Engineering, Operations, Development, UI/UX, User Training and Agile Project Management of their web assets hosted on Cloud Architecture running a Content Management System (WordPress). This position supports the editors and user of the site to react to site issues in a disciplined way. Essential Functions, Responsibilities & Duties may include, but are not limited to: Establish Service Level Agreements and tracking metrics to support a strong service management function following ITIL best practices using Service Now and Salesforce. Write all help desk workflows and configure the tool to those workflows and assets. Hire and retain at team of roughly 10 technicians and train them to success. Create work schedules for shift work and be the center of escalation for emergency issues. Complete all performance reviews and establish team goals to mature and development talent on the team. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Serve as a liaison with customers and our clients to resolve issues, track problems and provide solutions. Write and report monthly and quarterly reports providing help desk metrics on tickets closed, category of ticket and time to resolution. Provide technical assistance via phone, email and additionally in person, as required. Perform daily quality checks and check the the team to ensure people/processes are in place for every shift. Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set. Integrate knowledge management and training in ServiceDesk operations. Follow ticket flows and problem analysis with well documented results using a tool like Saleforce or ServiceNow Perform root cause analysis and provide suggestions/recommendations to the rest of the team. Qualifications: A bachelor's degree or 7 years' experience in Service Management 2 years of supervisory experience in a Help Desk utilizing ServiceNow and/or Remedy. Knowledge/experience in resolving problems associated with hardware and software issues especially on the cloud. An understanding cloud engineering and connectivity components, a strong knowledge of Windows 7 and Windows 10, and experience supporting monitoring tools. Ability to obtain a Public Trust. Desired Skills/Experience: An ITIL certification or other technical certifications. Experience with ServiceNow. Presentation skills to senior management using tools like MS Office/PowerPoint. Experience supporting web sites hosted on the Cloud Experience setting up a Service Management function with process flows and metric reporting. Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at or by calling to request accommodation. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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