IT Service Desk/Knowledge Base Manager IV

Strategic Data Systems (San Diego) - Arlington, VA

Full-time - Mid Level

Arlington, VA

Professional, Scientific, and Technical Services

About the position

The IT Service Desk/Knowledge Base Manager IV position at Strategic Data Systems is a critical role that supports the Defense Health Agency (DHA). This position is contingent upon contract award and requires a Master's Degree as a minimum educational qualification. The ideal candidate will possess a range of commercial certificates, including IAT II as per DoD 8570.01-M requirements, and a professional-level certificate for the supported technology, as approved by the Government Task Manager and COR. Additionally, candidates should have the HDI Support Center Manager (HDI-SCM) certification or an equivalent such as ITIL. In this role, the manager will supervise and coordinate the activities of IT Service Desk Specialists, Coordinators, or Technicians. The primary responsibility is to identify, troubleshoot, and resolve information systems problems to minimize downtime for applications and personnel. The manager will assist computer users with hardware and software inquiries and issues, fielding telephone calls, emails, and other contacts from customers seeking technical guidance. As a Level IV position, it requires independent thinking and the ability to handle complex tasks with minimal supervision, while also having supervisory responsibilities. The manager will oversee all aspects of survey planning, design, sampling, and development, creating guidelines for the capture, management, and use of information for the knowledge base. This includes conducting pretests and pilot surveys, defining and refining agendas, administering survey databases, assessing the reliability and validity of data, determining appropriate survey data collection methodologies, and overseeing the production of reports and findings.

Responsibilities

• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
• Identify, troubleshoot, and resolve information systems problems to minimize downtime of applications and personnel.
• Assist computer users with hardware and software questions and problems.
• Field telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
• Oversee all survey planning, design, sampling, and development for the knowledge base.
• Create guidelines for the capture, management, and use of information for the knowledge base.
• Conduct pretests and pilot surveys, defining and refining agendas.
• Administer survey databases and assess the reliability and validity of data.
• Determine proper survey data collection methodologies.
• Oversee the production of reports and findings.

Requirements

• Master's Degree in a relevant field.
• Eight (8) years of progressive experience demonstrating required proficiency in IT service management.
• IAT II: DoD 8570.01-M certificate requirement.
• Professional (expert preferred) level certificate for supported technology as approved by the Government Task Manager and COR.
• HDI Support Center Manager (HDI-SCM) or equivalent certification (e.g., ITIL).