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The Help Desk Operations Manager shall be responsible for overseeing all high-level operation related activities and requirements outlined in the help desk task of this SOW. The Operations Manager is responsible for communicating high level issues needing CMS attention to the Project Manager and key CMS personnel.
Knowledge:
Certification from a specific manufacturer such as Microsoft, or a general certification as a help desk manager from an organization such as the Help Desk Institute (HDI) preferred but not required.
