Helpdesk Mgr I Job Job in Belvoir, Virginia US

Helpdesk Mgr I Job

The following opportunity is available with the Health Solutions Business Unit: Site Manager II. JOB DESCRIPTION: Oversees daily operations of system at the customer site to ensure system availability. This position is responsible for controlling the process of ensuring accurate and timely technology support and problem resolution to internal and external customers. Is responsible for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and assisting in the implementation of server and desktop hardware and software. Supervises and coordinates the activities of workers who provide problem solving support. Manages overall installation and maintenance of hardware and software; monitors overall system performance. Troubleshoots LAN/WAN network communications operations, main frame hardware and application software. Loads new software releases and software maintenance updates at the customer site as required. Logs trouble calls with the Support Center to include follow-up until problem resolution. Maintains a site log of trouble calls and accumulates data for effective problem resolution statistics. Performs system security checks on a routine basis; Performs system analysis, integration and support of new interfaces/products. Communicates with external SAIC and customer resources for planned site activities and implementation actions. Manages the tasks, priorities, and objectives of the incumbent staff within the hospitals and remote clinics. Interviews/evaluates a select pool of personnel for technical support positions when required. Provides in-service training to customer site personnel. SCOPE: Assists the chief of information services and communicates with external SAIC and customer resources for planned site activities and implementation actions. May supervise operations staff and site user support/Help Desk. Communicates with external, SAIC and customer resources for planned site activities and implementation actions. Supervises operations staff and site user support/help desk. Manages site deliverables, ensuring quality and timeliness of services. Coordinates system availability and preventive maintenance of systems, including peripherals. Tracks and reports license compliance to ensure 100% compliance at all times. Works on diverse tasks and ensures project budget, schedules, and performance requirements are met. Contributes to the development of the organization's goals and objectives. Frequently interacts with customers and functional peer groups. Plan, direct, and coordinate the internal information technology support team / help desk. Perform extensive customer communication. Oversee servicing of a range of equipment from end user workstations to servers to networks. Hire, review, and fire non-management employees. Plan, direct and coordinate daily activities of a department/group/team. Manages the overall installation and maintenance of hardware and software; Monitors overall system performance. Qualifications: TYPICAL EDUCATION AND EXPERIENCE: Bachelor's degree in Computer Science, Electrical Engineering or a related field and 5+ years of progressively responsible experience and 3+ years supervising site support staff. An additional 4 years of experience will be considered in lieu of a Bachelor's degree. Experience shall include a range of assignments in technical tasks directly related to the proposed area of responsibility. DESIRE SKILLS: Security + Certification; 3-5 years of experience in an IT support or technical environment, with significant PC or Client/server platform experience; Comprehensive knowledge of the military medical operations field. Familiarity with web tools and technology (e.g., HTML, HTTP, Perl, CGI); understanding of network issues; ideally possesses relevant server experience; Previous experience in systems administration in a relevant computing environment (e.g., Unix, NT); Knowledge of the MHS AHLTA client server computing environment; Knowledge of relational databases (Oracle, SQL) SAIC Overview: SAIC is a FORTUNE 500® scientific, engineering, and technology applications company that uses its deep domain knowledge to solve problems of vital importance to the nation and the world, in national security, energy and the environment, critical infrastructure, and health. The company's approximately 41,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and selected commercial markets. Headquartered in McLean, Va., SAIC had annual revenues of $11.1 billion for its fiscal year ended January 31, 2011. For more information, visit www.saic.com . SAIC: From Science to Solutions® Job Posting: Feb 13, 2012, 3:02:04 PM Primary Location: United States-VA-FORT BELVOIR Clearance Level Must Currently Possess: ADP2 / IT2 Clearance Level Must Be Able to Obtain: ADP2 / IT2 Potential for Teleworking: No Travel: None Shift: Day Job Schedule: Full-time