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Department of State IIP – Help Desk Lead

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Octo Consulting Group
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August 30, 2018
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Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career.  Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for the US Government.  Voted one of the region’s best places to work multiple times, Octo is an employer of choice!

Octo Consulting Group is seeking a Help Desk Lead to join our growing team at the Department of State, International Information Programs (IIP) in Alexandria, VA or remote. We know you have many years of Help Desk experience, and we don’t even have to ask about your communication ability with a wide variety of important clients, because you wouldn’t even be looking at this Lead role if you didn’t already know your stuff.  But are you ready to get out of the world of “I forgot my password” and into the world of helping the US Government communicate important matters worldwide? 

This isn’t a normal Help Desk where 90% of calls are password recovery.  This is a worldwide Enterprise WordPress Help Desk looking for website content creation help.  Your goal is to inspire and lead our 24/7 help desk team, answering customer questions, maintaining all SLAs, and leading the creation and assignment of Knowledge Base articles. 

Responsibilities Include:

Our ideal candidate will be lead our day-to-day operations of a worldwide WordPress-powered website Help Desk, servicing our end users and meeting or exceeding service levels, which the candidate will help create and/or refine.

Leads help desk team of seven additional staff.  Trains, guides, inspires, rates performance and makes the team their own.

Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures to ensure service levels are maintained. Documents, tracks, and monitors reported issues to ensure resolution in a timely manner. Relies on extensive experience and judgment to plan and accomplish goals.

Leads Knowledge Base article development.  Analyzes current help desk tickets to determine most effective Knowledge Base document creation in order to reduce customer-reliance on help desk team and increase staff education.

Effectively communicates with end users on recommended problem resolution. Adapt to different challenging work environments. Candidate must be able to manage their time effectively and work independently with minimal supervision. Work with other WordPress Development and Operations team members collaboratively, in order to provide timely resolution to reported issues. Document issues and associated resolution. Perform root cause analysis for ongoing issues in order to eliminate, or reduce the frequency, of the same.

  • Leads IT service desk activities for worldwide users.
  • Responsible for leading the day-to-day operations of the Service Desk to meet or exceed SLA targets.
  • Oversight in the opening, updating and closing of support tickets, and providing first and second level support to resolve incidents and respond to requests.
  • Monitors ticket queues to ensure responsiveness to end users that is within SLA targets.
  • Recommends and establishes service level targets.
  • Produces Service Desk metrics and reports, providing metrics analysis and making recommendations for continuous process improvement.
  • Identifies, researches, and resolves complex technical problems.
  • Creates and manages escalation procedures to ensure service levels are maintained.
  • Documents, tracks, and monitors problems to ensure resolution in a timely manner.
  • Works collaboratively with other development and operations team members to provide timely issue resolution.
  • Documents issues and associated resolutions in Service Desk system.
  • Performs root cause analysis to fully remediate and resolve problem issues.
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