IntelliDyne End User Services Manager in Quantico, Virginia
Enterprise Service Desk Lead
Location: Quantico, VA
This position is currently part of a proposal effort.
7+ years’ experience in IT, at least 2 of which have been as a technical lead or manager
Experience with Remedy
Experience managing a help desk
Experience fielding customer service issues
Be familiar with DoD DISA STIGs and regulations
Active IAT Level II certification (CCNA+, Sec +, etc.)
Active Secret clearance
Manage a small team of help desk professionals to include on call and surge support
Coordinates with the Program Manager and other team leads as necessary for problem support
Reviews and analyzes daily reports and prepares periodic reports for customer service
Manage and/or resolve all requests, incidents, account creations, permissions modifications, and changes during normal duty hours/off hours if necessary
Provide Tier-1 support for managing user accounts and mobile devices
Solve or escalate issues to the appropriate supporting entity
Contribute to the Remedy Knowledge Database and associated knowledge articles by adding solutions, workarounds, and recommendations as appropriate
Perform Tier-1 help desk duties for devices on the Secret Internet Protocol Router Network that are used by personnel, including troubleshooting and operating VTC terminals, VoIP phones, and desktop computers
Create and update SOPs and processes
IntelliDyne, LLC is a market-leading IT Services firm that has been delivering Above and Beyond consulting services to Government and Commercial clients for more than a decade. In fact, many of our first clients have enjoyed the Above and Beyond consulting experience so much that they are still partnered with us more than 20 years later. Why? Because IntelliDyne's exceptional personnel fuse industry expertise, experience, science, process, and innovative technology solutions together to help client organizations transform and realize outstanding performance outcomes. On matters of national, state, and local importance, Government organizations rely on IntelliDyne for Above and Beyond consulting services and solutions in Defense, Homeland Security, Law Enforcement, and Civilian.
IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.