Service Desk Account Manager

GovCIO has an exciting opportunity for a Service Desk Account Manager to assume a key role on our team at Ft. Sam Houston in San Antonio, TX. This role will support the objectives of the Surgeon General and Defense Health Agency (DHA) principles within Resource Management (RM) Department. The RM provides enduring and adaptable internal business solutions across the DHA. This role will operate on a hybrid schedule with one to two (1-2) telework days a week and the rest of the time on site.

• Serve as the primary point of contact for customers via calls, tickets, and emails, addressing inquiries and resolving issues promptly.
• Troubleshoot and resolve technical problems related to custom applications developed by the team.
• Triage unresolved issues to the appropriate technical teams or specialists while maintaining ownership until resolution.
• Learn and maintain a strong working knowledge of the company’s custom applications, including their features and functionality, to effectively support end-users.
• Assist users with navigating and utilizing applications, providing guidance and training as needed.
• Administer user accounts by managing access, enabling accounts, and resolving account-related issues.
• Monitor and track all support requests, ensuring timely follow-ups and updates to customers.
• Collaborate with internal teams to document recurring issues, suggest improvements, and enhance the customer experience.
• Maintain accurate and detailed records of support interactions, resolutions, and actions taken in the ticketing system.
• Stay informed of updates and changes to applications to ensure accurate support and communication to end-users.
• Create and update knowledge base articles and documentation to help users resolve common issues independently.
• Provide feedback to the development team on recurring user issues or potential application improvements.
• Participate in regular team meetings to share insights and stay aligned with team goals and initiatives.
• Proactively identify trends in support requests to address underlying causes and reduce future issues.
• Support onboarding processes for new team members by sharing knowledge and acting as a mentor as needed.

High School with 3 - 6 years (or commensurate experience)

Required to be a US Citizen

Required Skills and Experience

• Clearance Required: None

• Experience in the ITIL Framework pertaining to incident, problem, change, asset, and service level management
• Proven experience in a service desk, help desk, or technical support role.
• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.
• Familiarity with custom or enterprise software applications and their administration.
• Excellent communication skills, both written and verbal, with a customer-first attitude.
• Demonstrated ability to learn and adapt quickly to new technologies and systems.
• Experience with user account administration, including managing permissions and access.
• Strong organizational skills and attention to detail to maintain accurate records and documentation.
• Ability to collaborate effectively with internal teams and contribute to a positive team environment.
• Proficiency with ticketing systems or help desk software.
• Experience in creating or updating technical documentation, such as knowledge base articles.
• Analytical mindset to identify patterns and propose solutions for recurring issues.

Preferred Skills and Experience

• Experience with ServiceNow – specifically, incident set up and service request management.
• Bachelor’s degree in Computer Science, Information Systems, etc. or equivalent work experience

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.