IT Service Desk/Knowledge Base Manager IV

CONTINGENT UPON CONTRACT AWARD

Strategic Data Systems is seeking an IT Service Desk/Knowledge Base Manager IV to support Defense Health Agency (DHA)

Minimum Education: Master’s Degree.

Commercial (Baseline) Certificates: IAT II: DoD 8570.01-M certificate requirement, CE: 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 (ITIL etc.).

Experience in this Discipline: Eight (8) years of progressive experience demonstrating the required proficiency.

Functional Responsibility: Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Level IV performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise.

Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:

(a) Pretest/pilot surveying; defining and refining the agenda

(b) Survey database administration

(c) Assessing reliability and validity of data

(d) Determining proper survey data collection methodology

(e) Oversees the production of reports and findings 

Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.