Netimpact Strategies - Falls Church, VA
posted 3 months ago
We are seeking a highly skilled IT Service Desk/Knowledge Base Manager Senior Level to lead our service desk team and manage our knowledge base. The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer service. The IT Service Desk/Knowledge Base Manager will be responsible for ensuring effective communication and collaboration among team members to resolve technical issues efficiently. This position also involves identifying, troubleshooting, and resolving complex information systems problems to minimize downtime of applications and personnel. In this role, you will supervise and coordinate the activities of IT Service Desk Specialists, Coordinators, or Technicians. You will 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. Additionally, you will oversee the planning, design, sampling, and development of surveys to create guidelines for capturing, managing, and using information in the knowledge base, ensuring the reliability and validity of data collected through surveys. The IT Service Desk/Knowledge Base Manager will also be responsible for administering survey databases to ensure accurate and efficient data management, producing reports and findings from surveys, and staying up-to-date with the latest technologies and methodologies to ensure effective problem resolution. This position requires advanced technical knowledge and skills to troubleshoot and resolve complex technical issues, performing more independent thinking and complex tasks with little to no supervision.