Requisition Number 19-0256
Title Manager, Help Desk
City Herndon State VA

Description
K¹² is a dynamic company on a mission to provide the most compelling, comprehensive, and effective K-12 education available. Our employees are a critical part of an organization that is providing powerful, new options for the way children can be educated. They have a passion for education and a drive to make a difference.

We pride ourselves on maintaining the highest level of integrity. We have the same high expectations for our employees as we do for the students who are in our programs. These are just a few of the values that make K¹² a great place to work.

The Help Desk Manager position is designed to develop and oversee a technical framework regarding support of the Enterprise Business Technology Service Desk and Asset platforms. This position will require the following responsibilities:

• Demonstrating technical and managerial knowledge in incident handling, change management and problem management
• Capa
city planning and continual assessments for process improvements
• Organizing and controlling activities and schedules of the team, assigning staff to various support initiatives while meeting tight deadlines and commitments
• Performing root cause analysis, problem management and escalating issues as needed to other technical teams as deemed necessary
• Establishing and managing Service Level Agreements with both internal and external entities
• Leading efforts to ensure correct logging and monitoring is established with internal processes and external partners
• Adhering to SOX compliancy standards, supporting audit requests while seeking opportunities to standardize, centralize and automate manual tasks
• Fostering a working relationship with stakeholders to address system/platform anomalies, identify risks and implement proper controls

Requirements Requirements:

• Possess very good communication skills both written and verbal
• Excellent time management and organizational skills
• Excellent teamwork and leadership skills
• Demonstrated self-motivation and negotiation skills
• Ability to pass required background check
• 3 to 5 years of experience OR equivalent combination of education or experience

Preferred:

BS Degree in Information Technology or Computer Related Studies

K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or genetics

• Please view Equal Employment Opportunity Posters provided by OFCCP here .