Help Desk Manager

Help Desk Manager

Job Category: Management Requisition Number: HELPD006084

Full-Time Hybrid Beavercreek, OH, USA Pay or shift range: $70,000 USD to $100,000 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Job Details

Description

Bering Straits Professional Services (BSPS) is committed to world-class management of global logistics, training and procurement services for U.S. Government agencies. BSPS is certified by the U.S. Small Business Administration (SBA) as an 8(a) contractor. In February 2022, BSPS became an International Organization for Standardization (ISO) 9001 certified company. BSPS received the ISO 9001 quality standard certification through the Performance Review Institute (PRI).

About this position: Help Desk Manager Location – Beavercreek, OH

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Wage/Salary Range: $70k-100k

Applicants will be notified via phone or email within ten (10) business days of submittal.

Essential Duties & Responsibilities

• Responsible for providing support to the Enterprise Logistics Management System (ELMS) client, stakeholders and end users
• Manage the ELMS customer help desk process through delivery of customer requests,
• Organize and manage customer support from request to resolution.
• Resolve end user inquiries via phone and email and work with the end user remotely to solve their needs.
• Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources.
• Log all tasks in a ticketing system; work tickets until completion and always keep the client informed of progress.
• Document detailed descriptions of problems and resolutions in ticket queue.
• Assist users with issues regarding BLADE and Data Analytics as a Service Platform

Required (Minimum Necessary) Qualifications

• Education Requirements: Bachelor's degree or 5-10 years' equivalent experience.
• Level of Experience Requirements Five (5) years' experience with technical help desk and/or Customer service center.
• Must be a U.S. citizen.

Knowledge, Skills, Abilities, and Other Characteristics

• Positive, professional, team player attitude.
• Strong work ethic and ability to self-motivate.
• Ability to organize and prioritize work in a fast-paced, changing environment.
• Excellent verbal and written communication skills to interact and communicate with individuals at all levels of the organization.
• Ability to research and effectively prepare training materials as needed.

Supervisory Responsibilities

• This position will have supervisory responsibilities.

DOT Covered/Safety-Sensitive Role Requirements

• This position is not subject to federal requirements regarding Department of Transportation "safety-sensitive" functions.

Necessary Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Employees must always maintain a constant state of mental alertness. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.

Work Environment

The work environmental characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of the role. Employees must always maintain a constant state of situational awareness. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily a modern office setting. Occasional travel may be required.

Additional Qualifying Factors

As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain and maintain the appropriate clearance levels required and must also be able to obtain access to military installations.

Shareholder Preference

BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment without regard to any status protected by state or federal law, or any other basis prohibited by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.