Help Desk Manager

GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.

Responsibilities

• Manage daily help desk operations, ensuring 24/7 coverage

• Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations

• Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management

• Identify areas for improvement and implement strategies to enhance service quality and user satisfaction

• Define team goals and lead staff to achieve desired results while being held accountable for team performance

• Coordinate resources during escalated off-hour issues

• Oversee the development, implementation, and administration of help desk staff training procedures and policies

• Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes

• Develop partnerships with cross-functional teams to improve and shape how the Technical Help Desk will hand off work, partner on strategic initiatives, and improve customer experience

• Provide weekly team meetings and periodic 1:1 coaching to team members

• Communicate with senior-level clients

Basic Qualifications

• Bachelor's degree and 6-8 years of prior relevant experience, or Master's degree with 2-4 years of prior relevant experience

• Strong communication skills, both verbal and written

• Ability to quickly learn new software and IT concepts

• Strong problem-solving and decision-making skills

• Self-starter with ability to work in a team environment and independently

• Intimate familiarity with Commercial Over The Shelf (COTS) products that the program leverages: Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway

• Experience scripting in a Linux environment using Shell and Bash

• Deep understanding and background in COTS integration and custom code development

Preferred:

• Oracle IdAM productions (OAM, OUD, OIF, OID)

• WebLogic

• Linux/UNIX Experience

• LDAPs

• PKI Authentication

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Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.