Help Desk Manager

Job description

Overview The Help Desk Manager supports TSA’s Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&M) support. Responsibilities: · Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance. · Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively. · Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs). · Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support. · Responsible for identifying and implementing service improvement initiatives. · Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs. · Analyze performance data to identify trends and are...