MicroHealth is seeking an
IT Service Desk Manager/Knowledge Base Manager IV, to support our client and team. Your expertise in enterprise IT will be instrumental in helping our clients navigate evolving demands and missions. This position offers you the opportunity to enhance your skills and contribute to the digital modernization efforts of our clients while advancing your career in a dynamic environment. This position will be supporting the Defense Health Agency (DHA) at the Defense Health Headquarters (DHHQ) in Falls Church, VA, and DHA offices in the area.
**This is a Planned Position.
Security Clearance Level:
Secret
Essential Functions:
- Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.
- Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
- Fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
- Use independent thinking to achieve complex tasks with little to no supervision.
- Use your ServiceNow and ITIL expertise to proactively track, monitor, and improve service delivery and end user support at the DHA.
- Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
- Pretest/pilot surveying; defining and refining the agenda
- Survey database administration
- Assessing reliability and validity of data
- Determining proper survey data collection methodology
- Oversees the production of reports and findings
Required Qualifications:
- Education: Master’s Degree and/or equivalency
- Experience:
- Eight (8) years of progressive experience (with Masters)
- Ten (10) years of progressive experience (Bachelors)
- Twelve (12) years of progress experience (HS Diploma)
- Certifications: IAT II and 8570.01-M CE to include one of the following
- Commercial (Baseline) Certificates:
- IAT II: Commercial Certificates for DoD 8570.01-M certificate requirement
- CE: Professional (expert preferred) level certificate for supported technology as approved by the Government Task Manager, HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)
Recommended Certifications:
- HDI-SCM or equivalent (Support Center Manager training)
Salary:
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request
