• VIP Support Manager

    Job ID 2018-2777
    Job Locations
    IT: Administrator / Analyst / Architect / Engineer
    Regular Full-Time
  • Responsibilities

    NCI: As a VIP Support Manager (Advisory Staff Specialist IV), you will be responsible for ensuring an outstanding level of customer service by providing direct VIP Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) VIP-user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. 



    Highlights of Responsibilities:

    • Overseeing the performance of service desk and desk side services to VIP users.
    • Ensuring that VIP users receive efficient and timely first- and second-level support, verifying that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.
    • Supervising all aspects of Service Desk operations including plans, implementation, deployment, support and maintenance functions.
    • Providing face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices.
    • Overseeing JSP Move, Add, Change (MAC) VIP requests.
    • Acting as the primary liaison between end-users and JSP support.
    • Managing of JSP VIP assets, peripherals and user accounts
    • Installing/configuring software included in the JSP Core Build
    • Installing/configuring software that is not included in the JSP Core Build
    • Tracking, diagnosing, coordinating help desk support for and assist in resolution of JSP user technical problems
    • Mobile device configuration management.



    • Clearance (required at performance start date): active Top Secret with SCI eligibility
    • Bachelor's degree with at least ten (10) years of related experience
    • At least four (4) years of team leadership experience in a Help Desk and/or Service Desk environment
    • Current Information Assurance (IA) certification (required at performance start date): IAT II (CAP, CASP CE, CISM, CISSP [or Associate], GSLC) or higher. 


    Preferred Education and Experience:

    • Strong problem solving, priority setting, and collaboration skills
    • Ability to communicate and explain issues to other teams
    • Good verbal and written communications skills
    • Certification as a HDI Support Center Manager, and/or an ITIL Intermediate Service Operations certification
    • Strong communication skills (written and verbal).
    • Proficient in resolving Microsoft Office issues and able to configure Microsoft Office user settings


    Physical Requirements:


    This position requires the ability to perform the below essential functions:

    • Sitting for long periods
    • Ambulate throughout an office


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