Manages the activities and personnel of the IT Support center (help desk). Ensures the operation is in accordance with the established procedures and practices. Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported. Recommends strategies and/or hardware/software enhancements to increase employee productivity. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Coordinates, diagnoses and troubleshoots incoming employee calls. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
It is the policy of Alliance Pointe to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
ABOUT ALLIANCE POINTE, LLC:
Alliance Pointe, LLC is a HUBZone Certified, Woman-Owned Small Business (WOSB) management consulting services firm based in the Washington, D.C. metro area. We provide strategic business transformation and governance services to government and commercial organizations implementing Enterprise Resource Planning (ERP) programs. For more information, see www.alliancepointe.com.