IT Service Desk Knowledge Base Manager Level IV | Bethesda, Maryland

Overview

This position supports IT service desk operations and knowledge base management for an Information Technology Department, ensuring efficient and effective service delivery. The role includes overseeing areas of IT service desk operations and maintaining a comprehensive knowledge base management system.

Job Summary
  • Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians to ensure efficient and effective service delivery.
  • Identify, troubleshoot, or resolve information systems problems to minimize downtime of applications and personnel.
  • Assist computer users with hardware and software questions and problems, providing timely and accurate resolutions.
  • Field telephone calls, email messages, and other contacts from customers seeking guidance on technical problems, demonstrating excellent customer service skills.
  • Perform more independent thinking, complex tasks with little to no supervision, and may be required to supervise junior staff members.
  • Oversee all aspects of survey planning, design, sampling, and development, creating guidelines for the capture, management, and use of information for the knowledge base, including:
    • Conduct pretest/pilot surveying; define and refine the agenda to ensure accuracy and relevance.
    • Administer survey databases, ensuring data integrity and security.
    • Assess the reliability and validity of data collected through surveys.
    • Determine proper survey data collection methodologies based on project requirements.
    • Supervise the production of reports and findings, ensuring accuracy and clarity in presentation.
  • Other duties as assigned.
Supervisory Responsibility:

No direct supervisory responsibilities.

Requirements
Skills & Abilities:
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
  • Ability to work collaboratively and independently, prioritize tasks, and manage time effectively.
Education & Experience:
  • 8+ years of IT service desk management or equivalent experience.
Certifications:
  • Minimum certification: CompTIA Security+ (or higher certification required).
  • Baseline certification as stipulated in DoD 8140.01/8570.01-M must be completed prior to the start date.
Clearance:
  • Must have a Secret security clearance and be able to maintain it.
Nice to Have:
  • Knowledge of ITIL principles and certification (e.g., ITIL Foundation).

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