Help Desk Manager Job in Washington, District Of Columbia US
This includes a focus on openness and creating an interactive dialogue and community-oriented experience for external audiences. A major element of this transformation is a new external web platform reflecting the latest Web 2.0 capabilities nd positioning the Banks online presence for continued future growth. Key current
initiatives include making economic and financial data widely available to the global community (Open Data), leveraging social media to foster conversations with experts in development (Open Forums), and sharing information on project outcomes (Mapping for
Results).
Generally, the external web is viewed as a strategic asset for the institution with oversight provided by a Web Governance Council (WGC) comprised of senior management across the institution. The Council is supported by a Web Program Office (WPO) which is housed in External Affairs (EXT) Corporate Communications
(EXTCC).
The Bank has launched into a two year project to transform its website from the current 12 year old home-grown system to a state of the art online operation. The transformation is at three levels: new staffing model to manage the World Banks external online operation, information architect that simplifies the Banks information and
communication and a new Web CMS.
WPO is looking for an experienced Help Desk Manager to plan, direct, and coordinate resources that assist users with resolving problems related to the new WCMS rollout.
This includes interacting and consulting with clients to manage client satisfaction; troubleshooting with the clients; and escalating to Tier 3 as needed. Through on-the-fly training and problem resolution, the Help Desk Manager empowers users to take a more self-service approach to W-CMS related issues in the workplace and ensures business process and quality standards are maintained.
Responsibilities:
Respond to all WCMS problems and malfunctions, providing guidance and assistance as needed
Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
Choose appropriate technology and other resources to maximize help desk effectiveness
Serve as a help desk subject matter expert in assessing impacts associated with new projects or application enhancements
Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
Works with appropriate staff to research calls received via the help desk to determine if a call is due to an application bug, an application enhancement, or if a training
Qualifications:
Bachelors degree (or equivalent work experience);
Five years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
Deep knowledge of Rational Defect Tracking and Testing Tools
Familiarity with Web tools and technology (e.g., HTML, HTTP, Perl, CGI); understanding of network issues; ideally possesses relevant server experience (e.g., news server, mail server)
competency in project management and effective management of resources in the execution of multiple projects
