Development InfoStructure LLC., (DEVIS) provides exceptional DevSecOps integration in our agile software development and embedded software solutions, combined with comprehensive IT management and consulting services to our federal, state, and local governments. The outcomes of our research and development, products and universe of services will support the international development community, multiple civilian agencies and the nation’s defense and intelligence communities. Our focused research, services and products include complex DevSecOps solutions to support refugee processing across multiple federal agencies, research and development for Signal Intelligence (SIGINT), Command, Control, Communications, Computers and Intelligence (C4I), Data Analytics, and Intelligence, Surveillance and Reconnaissance (ISR) development and sensor capabilities supporting both the aerospace/defense and intelligence communities, as well as complex HHS comprehensive care coding requirements, and integrated management systems for our countries civilian agencies (FAA, FDIC, HOR, etc.).
Our primary mission is to best serve the needs of our clients by solutioning with our stakeholder teams to ensure that the goals and objectives of our customers are proactively solutioned, such that opportunities to invest our time in developing long-term solutions and assets are abundant and move our clients forward efficiently.
At DEVIS, we are enthusiastic about our research, our work and embracing an environment where all are supported in the mission, while maintaining a healthy work-life balance.
Overview
Development InfoStructure (Devis) is seeking a proactive and experienced individual to lead our Help Desk team as a Help Desk Manager. The successful candidate will oversee the operations of the Help Desk, ensuring efficient delivery of support services to our customers. They will collaborate with various stakeholders, both within and outside of the organization, to address customer inquiries, technical issues, and ensure seamless communication between tiers of support.
Primary Duties

• Team Leadership: Lead and supervise the Help Desk team, providing guidance, support, and mentorship to team members. Foster a collaborative and positive work environment that encourages productivity and innovation.
• Stakeholder Coordination: Collaborate with external stakeholders including FALCON Team Tier III developers, Information Technology Project Managers (ITPMs), Information Technology Specialists (ITSPs), and Product Owners (POs) to address customer issues and ensure timely resolution.
• Customer Support Management: Oversee customer support activities, including the management of ticketing systems such as ServiceNow and Salesforce. Ensure efficient handling of various email inboxes and tiered support interactions with customers.
• Tiered Support Expertise: Possess a comprehensive understanding of Tier I, II, and III support levels. Provide guidance and support to team members in identifying customer needs, offering solutions, and escalating issues to higher support tiers when necessary.
• Issue Resolution: Lead the resolution of complex technical issues escalated to Tier III support. Conduct root cause analysis by collecting and evaluating data from production environments and end-users. Implement timely solutions or recommend necessary changes to minimize downtime and optimize performance.

• Minimum of 10 Years of experience in a help desk or customer support management role, with demonstrated expertise in leading teams and coordinating support activities.
• Proficient in using ticketing systems such as ServiceNow and Salesforce. Familiarity with customer service best practices and techniques for managing tiered support interactions.
• Communication: Excellent communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical stakeholders. Strong interpersonal skills and the ability to collaborate with diverse teams.
• Problem-Solving: Strong problem-solving skills with the ability to analyze complex technical issues and develop effective solutions. Experience in conducting root cause analysis and implementing corrective actions.
• Leadership: Proven leadership abilities with a track record of effectively leading and motivating teams to achieve objectives. Ability to prioritize tasks, delegate responsibilities, and drive results in a fast-paced environment.

• Must be a US Citizen
• Active Clearance or the ability to obtain a Public Trust

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.