Location: Remote

Required Clearance: Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).  

Certifications: Project Management Institute (PMI) Project Management Professional (PMP) certification or Program Management Professional (PgMP) certification.

Required Education: HS Diploma/GED

Required Experience: Seven (7)+ years of experience in supporting Information Technology as a Help Desk Lead/Manager.

PingWind is seeking a Help Desk Lead/Manager who supports triage meetings with the stakeholders to coordinate and collect additional information relevant to the issues identified by the end-user. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

Typical Responsibilities/Tasks:

• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. Studies and resolve computer software and hardware problems of users. 

• Acts as contact for users having problems using computer software, hardware, and operating systems. 

• Determines whether the problem is caused by hardware, software, or system. 

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures. May perform incident management activities for categorizing and entering tickets into the tracking systems.

• Supervises and coordinates activities of Help Desk Technicians or Representatives.

• Engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers.

• Establish scripts, procedures and templates used by the helpdesk team to perform daily activities. Manages a team of help desk support staff.

• Experience with management, leadership, coordination, and customer contact for the help desk operation of a large-scale highly available system that is integrated with business-critical systems contemplated in this PWS.

• Shall have excellent leadership skills, strong interpersonal skills, and be adept at handling conflict. Exceptional documentation skills, the ability to conduct research into a wide range of computing issues, and the ability to present ideas in user-friendly language to non-technical staff and end users.

• Strong understanding of receiving, recording, and responding to help-desk requests from end-users. Managing the help desk call logging system. 

• Ensuring the system is fit for purpose and providing support as necessary. 

• Tracking help desk performance to ensure a high level of customer service and establishing customer service standards. 

• Responsible for the hiring, training, and supporting help desk representatives and technicians. 

• Expert knowledge of recent technological advances in computer science and engineering.

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).  

• Project Management Institute (PMI) Project Management Professional (PMP) certification or Program Management Professional (PgMP) certification.

• Bachelor’s Degree