Help Desk Specialist Manager

The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager...