Help Desk Manager

VivSoft is seeking to hire a Help Desk Manager to oversee and manage the Commercial and Government Entity (CAGE) Registration and Operations Support Help Desk at the Defense Logistics Agency (DLA) facility in Battle Creek, MI. This position will ensure the team responds to all vendor and government entity registration inquiries via email, fax, telephone and escalated CRM processing requests (ServiceNow). The Help Desk responds to an average of 19,000 registrations per month, or up to 27,000 as demand necessitates.

Responsibilities

- Responsible for supporting all aspects of the development and implementation of assigned projects and provide a single point of contact for those projects
- Interfaces with all areas affected by the project including end users, computer services, and client services
- Develop detailed work plans, schedules, project estimates, resource plans, and status reports
- Directs the Help Desk team and reviews their work products for completeness and accuracy to meet customer requirements
- Provide communication to the CAGE PMO, COR and the COTR to review project plans, status reports, and deliverables
- Ensures the team meets all Government SLAs, works escalated tickets or issues, and attends all required meetings with the CAGE customer
- Interact daily with vendors and customers as a technical subject matter expert on the CAGE system
- Provide monthly report inputs to the Task Order Project Manager of all completed activities, help desk metrics, risks, issues, etc.

Supported Technologies:

ServiceNow, Microsoft Suite of Tools, variety of applications and online tools

Qualifications

Required:

- Must have 5 years of relevant experience in customer service or help desk operations
- Must have a Bachelor's degree
- Must possess an IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC)
- Must possess a DoD Approved 8570 Baseline Certification of IAT Level I or higher

Desired:

- Previous DLA experience preferred
- Previous experience as a help desk supervisor or help desk manager preferred