Help Desk Manager

Help Desk Manager

Amyx is seeking to hire a Help Desk Manager to oversee and manage the Commercial and Government Entity (CAGE) Registration and Operations Support Help Desk at the Defense Logistics Agency (DLA) facility in Battle Creek, MI. This position will ensure the team responds to all vendor and government entity registration inquiries via email, fax, telephone and escalated CRM processing requests (ServiceNow). The Help Desk responds to an average of 19,000 registrations per month, or up to 27,000 as demand necessitates.

Responsibilities

- Responsible for supporting all aspects of the development and implementation of assigned projects and provide a single point of contact for those projects

- Interfaces with all areas affected by the project including end users, computer services, and client services

- Develop detailed work plans, schedules, project estimates, resource plans, and status reports

- Directs the Help Desk team and reviews their work products for completeness and accuracy to meet customer requirements

- Provide communication to the CAGE PMO, COR and the COTR to review project plans, status reports, and deliverables

- Ensures the team meets all Government SLAs, works escalated tickets or issues, and attends all required meetings with the CAGE customer

- Interact daily with vendors and customers as a technical subject matter expert on the CAGE system

- Provide monthly report inputs to the Task Order Project Manager of all completed activities, help desk metrics, risks, issues, etc.

Supported Technologies: ServiceNow, Microsoft Suite of Tools, variety of applications and online tools

Qualifications

Required:

- Must have 5 years of relevant experience in customer service or help desk operations

- Must have a Bachelor's degree

- Must possess an IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC)

- Must possess a DoD Approved 8570 Baseline Certification of IAT Level I or higher

Desired:

- Previous DLA experience preferred

- Previous experience as a help desk supervisor or help desk manager preferred

Benefits include:

• Medical, Dental, and Vision Plans (PPO & HSA options available)
• Flexible Spending Accounts (Health Care & Dependent Care FSA)
• Health Savings Account (HSA)
• 401(k) with matching contributions
• Roth
• Qualified Transportation Expense with matching contributions
• Short Term Disability
• Long Term Disability
• Life and Accidental Death & Dismemberment
• Basic & Voluntary Life Insurance
• Wellness Program
• PTO
• 11 Holidays
• Professional Development Reimbursement

Please contact talent@amyx.com with any questions!

Amyx is an Equal Opportunity employer. Amyx is committed to providing equal employment opportunity to all job seekers. Every qualified applicant receives focused consideration for employment and no one is discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status. In addition to federal law requirements, Amyx complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Equal Opportunity Employer- Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity. Amyx is an E-Verify employer. Amyx proudly and proactively takes affirmative action to advance employment of individuals who are minorities, women, protected veterans and individuals with disabilities.

Physical Demands: Employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear. Most positions require ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and providing recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee may be required to occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds. Regular and predictable attendance is essential.