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Qualifications:
- Demonstrated experience managing an enterprise helpdesk or IT service desk supporting geographically dispersed users, multiple technical functions, and defined service levels.
- Demonstrated knowledge of ITIL-aligned service management, including incident, request, problem, change, escalation, knowledge, and continual-improvement practices.
- Experience managing staffing, schedules, workload, performance, training, and service coverage in a customer-facing technical support environment.
- Experience administering or overseeing an IT service-management/ticketing platform such as Zendesk and producing accurate operational, SLA, KPI, trend, and customer-service reports.
- Ability to interpret contractual service requirements, AQLs, performance measures, ticket-priority thresholds, and deliverable deadlines and translate them into operational controls.
- Experience developing and maintaining management, staffing, transition, quality-control, escalation, contingency, SOP, knowledge-management, and performance-reporting artifacts.
- Strong analytical and problem-solving skills with the ability to identify service risks, recurring defects, root causes, performance trends, and corrective actions.
- Strong leadership, customer-service, written communication, briefing, facilitation, and stakeholder-management skills.
- Working knowledge of enterprise end-user computing, Microsoft environments, systems administration, information security, AV/VTC services, asset management, and technical support operations.
- Professional command of the English language and the ability to produce complete, concise, accurate, and timely documentation and reports.
- Ability to support an on-site Federal operating environment, approved emergency or weekend coverage, and occasional local or domestic travel when required.
- Must currently possess or be able to favorably complete the required five-year employment background investigation for a Public Trust position, normally initiated through Standard Form 85P, and meet applicable OPM suitability standards.
Duties:
- Direct daily Enterprise Helpdesk operations and coordinate systems administration, business analysis, AV/VTC, event-support, and related service activities across EEOC Headquarters and field offices.
- Plan, assign, and monitor staffing and workload to maintain qualified coverage throughout the required operating window and meet work-order requirements.
- Lead ITIL-aligned incident, request, problem, change, knowledge, escalation, and continual-improvement processes.
- Monitor Zendesk or other approved IT service-management tools for ticket volume, queue length, priority, aging, updates, escalations, resolution, and customer-impact trends.
- Review ticket documentation and resolution quality; provide required Helpdesk Manager approvals; and ensure tickets are closed in accordance with EEOC procedures.
- Ensure urgent, critical, and complex incidents are assigned, communicated, escalated, and resolved within applicable service thresholds, including Government notification requirements.
- Establish and maintain escalation procedures that identify, prevent, correct, and reduce recurrence of defective or delayed services.
- Track performance against PWS service levels, acceptable quality levels, key performance indicators, and customer-satisfaction standards; initiate corrective and preventive actions when results fall below target.
- Develop, configure, validate, and maintain reproducible service metrics and reports using Zendesk and other approved reporting sources.
- Prepare and submit daily operational updates, weekly Helpdesk reports, monthly performance reports, customer meeting minutes, and ad hoc status reports with complete and accurate data.
- Analyze ticket volumes, service categories, recurring issues, major problem areas, developing trends, support-group handoffs, and new metrics that may improve OCIO service delivery.
- Develop and maintain the Program Management Plan components applicable to operations, including staffing, transition, quality control, escalation, and contingency plans.
- Lead transition-in and transition-out activities, knowledge transfer, Government-furnished equipment coordination, documentation transfer, and continuity of operations while minimizing service disruption.
- Develop, implement, test, and maintain Helpdesk contingency procedures for emergency or Government closures, including timely coverage notifications and status updates.
- Maintain current Helpdesk standard operating procedures and oversee a Government-accessible knowledge repository, access controls, monthly updates, content reviews, and corrective actions.
- Oversee Government-furnished equipment accountability, inventory reporting, status changes, and immediate reporting of missing property to the COR or appropriate OCIO management.
- Coordinate security-incident support with EEOC Information Assurance, OCIO management, rapid-response teams, and technical personnel; ensure required incident reporting and mitigation resources are provided.
- Manage personnel performance, coaching, cross-training, annual skills development, schedule coordination, and timely replacement of Key Personnel or other staff when required.
- Facilitate operational and customer meetings; document decisions, action items, risks, dependencies, and follow-up activities; and maintain constructive relationships with EEOC stakeholders.
- Coordinate with the COR, OCIO/MSMD/CSB Branch Chief, field-office coordinators, technical teams, vendors, and support groups to resolve issues and meet mission priorities.
- Support approved work orders, special projects, technology changes, acquisitions, migrations, and service enhancements within the PWS scope.
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