Job Description:
Qualified candidate will provide SME management support to conduct a thorough assessment of the current state of the client's IT Help Desk. The IT Help Desk (or IT Call Center) receives approximately 10,000 calls per month and provides end user support for only IT related technical issues. Candidate must have documented experience with studies of similar size and scope of study and with the ITIL practices relative to help and service desks.
Specifically, requesting a thorough review and comparisons to industry standards, candidate will identify, gather, and consolidate information and present the findings of the assessment; will include recommendations to improve both the quality and cost efficiency of the IT Help Desk. Candidate may also be required to provide a plan to transition from the current IT Help Desk to an IT Service Desk.
Candidate will also evaluate current geographic and functional distribution of the organization. Geographically, the IT Help Desk has 2 locations in Baltimore, MD, and Durham, NC. It is anticipated that the evaluation would include travel visits to both locations for the gathering of data.
REQUIRED
• ITIL Certified
• Minimum of 10 years’ experience working in a large IT Help Desk environment in a management capacity. This experience must include IT help desk performance benchmarking, baselines, and cost and efficiency analysis.
• Expert knowledge of industry IT Help Desk standards and tools. This knowledge must also include a thorough understanding of the Information Technology Information Library (ITIL) practices relative to help and service desks.
• Documented experience with studies of similar size and scope of study with ability to provide a gap analysis of how the IT help desk compares to other federal agencies in the Entitlement and Beneficiary Services space (as defined by OMB).
• Ability to lead and conduct customer and agent satisfaction surveys with IT help desk personnel.
• Strong knowledge with of current call center statistics (relevant and not relevant) and Service Level Agreements (SLAs).
• Strong knowledge of current software tools and hardware including current implementation and supporting procedures.
• Strong knowledge of current call center standard operating procedures (SOPs), Service Level Agreements (SLAs), and Statements of Work (SOWs).
DESIRED
• Certified PMP or other Call Center Certifications, a plus.
• Experience working as a government contractor.
• Knowledge and/or experience of Management Information and Business Intelligence methodologies.