IT Help Desk Program Manager

TELESIS has been a small business leader recognized for providing its best-valued technology solutions to three major industries: Defense, Government, and Healthcare; but our achievements go further and we continue to strive beyond our clients expectations! Today, TELESIS is an SEI^SM CMMI^® Level 2 appraised, SDB Certified small business.

TELESIS specializes in Enterprise Software Development, Systems Integration, Information Systems Security, Network Support, Help Desk and Records Management support services. We follow the Project Management Institute’s (PMI) methodology to manage all our projects.
Our project managers are certified Project Management Professionals (PMP) and consistently deliver the promise of TELESIS’ tag line and Exceed Expectations!

TELESIS has been awarded the highest rating of 3A1 for financial strength and stability by D&B and has earned several awards, commendations and recognitions as an industry leader. Telesis welcomes you to visit our website at www.telesishq.com and learn about our Company and business capabilities.

IT Help Desk Program Manager

Telesis is looking for a dynamic, energetic and talented Professional to provide Program Management, great leadership in support of our contract. The Help Desk Manager is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timelines within the organization's budget.

Primary Job Responsibilities:

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  Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads.
  
  
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  Practice Total Contact Ownership
  
  
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  Perform interviews for new professionals and provide feedback for promoting professionals.
  
  
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  Must have Help Desk professional experience. Must be able to assist with customer inquiries if necessary.
  
  
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  Develop a performance measurements framework and facilitate feedback system to team memebers on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
  
  
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   Participate in the development of a service level agreement and ongoing management of service level compliance.
  
  
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  Create and maintain a training program for increased business, customer service and technical knowledge.
  
  
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  Develop and demonstrate an understanding of customer and business needs.
  
  
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  Resolve escalated customer and vendor issues.
  
  
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  Resolve daily issues of a complex scope that impact the team and overall business objectives.
  
  
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  Prepare staffing plans.
  
  
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  Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
  
  
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  Maintain a high level of employee morale within the team.
  
  
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  Develop and update plans for new product/service releases.
  
  
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  Prepare the support team for new product/service releases.
  
  
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  Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
  
  
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  Assist with the prearation and administration of departmental budget and business plans and metrics.
  
  
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  Manage the creation, distribution and analysis of opertional, business and financial reporting.
  
  
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  Participate in and drive participation of the Help Desk in the organization's change management process.

Required Experience:

• 5 years Help Desk Manager
  
• 4 years Project Manager

*security clearance required

Help Desk Program Manager

Help Desk Program Manager

Help Desk Program Manager