Job Abstract

Responsible for managing the day-to-day operations of the Westat Help Desk, including incident and task, resource, and performance management. - Collaborate with other IT groups and colleagues for projects or initiatives involving the Helpdesk activities. - Handles escalation of incidents or tasks and assesses the next steps in communicating with stakeholders or colleagues. - Strategically plan to ensure your Team is aligned with Westat’s standards in handling risk and security involving Helpdes... more details

Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Westat is committed to building a diverse workforce and a culture of inclusivity, belonging and equity for all. We believe that our greatest strength draws on the different backgrounds, cultures, perspectives and experiences of our employees.

Job Summary
You will oversee the Westat Help Desk’s daily operations, ensuring efficient incident management and resolution to achieve high customer satisfaction through advisory and technical support. You will set the team's strategic direction and priorities, optimize workflows to enhance processes, and implement best practices to improve customer experience.

Job Responsibilities
• Responsible for managing the day-to-day operations of the Westat Help Desk, including incident and task, resource, and performance management.
• Collaborate with other IT groups and colleagues for projects or initiatives involving the Helpdesk activities.
• Handles escalation of incidents or tasks and assesses the next steps in communicating with stakeholders or colleagues.
• Strategically plan to ensure your Team is aligned with Westat’s standards in handling risk and security involving Helpdesk operations.
• Regularly update processes to keep your Team aware of the current trends and work with the Manager to raise awareness and buy-in.
• Analyze and identify trends by reporting and devising preventive solutions and offer solutions for process improvement or developing new procedures.
• Gather and analyze metrics for the Help Desk and other IT groups and provide regular reports to the Leadership Team.
• Organize training on existing or new technology to learn about the product and other troubleshooting techniques.
• Keep abreast of technological advancements, evaluate new tools and solutions, and recommend improvements or upgrades.
• Setting and monitoring performance goals and metrics of the Help Desk Team
• Provides coaching and mentoring with your Team members to achieve their goals and develop their skills further.

Basic Qualifications
• Typically requires a Bachelor's degree in Information Technology, Computer Science, Communications or a related field and a minimum of 5 years of experience, including 3 years in a helpdesk capacity; or an equivalent combination of education and experience.
• Demonstrated leadership skills, including managing teams and projects.
• Strong problem-solving skills and decision-making abilities.
• Experience working with cross-functional teams and stakeholders to drive process enhancements.
• Proven track record of driving customer satisfaction and service level improvements.
• Experienced with Help Desk tools such as AWS /Avaya and ServiceNow.
• Ability to analyze data and trends to optimize support processes or operations.

Preferred Qualifications
• 3-5 years of experience in a supervisory or managerial role within a Help Desk or Technical support environment.
• Experienced in implementing and managing IT Service Management frameworks.
• Knowledge and experience in project management or agile methodologies.

Other Required Qualifications
• Demonstrated communication skills
• Collaboration with teams, managers and/or clients
• Organization skills, including time management ability
• Detail oriented

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Subject to plan requirements, employees may participate in:

Employee Stock Ownership Plan
401(k) Retirement Plan
Paid Parental Leave
Vacation Leave (15 days per year)
Sick Leave (10 days per year)
Holiday Leave (7 government holidays and 2 floating holidays)
Professional Development
Health Advocate
Employee Assistance Program
Travel Accident Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Short Term Disability Insurance
Long Term Disability Insurance
Life and AD&D Insurance
Critical Illness Insurance
Supplemental Life Insurance
Flexible Spending Account
Health Savings Account

This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.

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