*Help Desk Manager

Job Duties/Responsibilities:

• Coordinate with Federal IT Managers to ensure all staff are satisfied with support and that contract Service Level Objectives (SLOs) are being met.
• Oversee the client’s Incident, Change, and Problem Management Processes to implement all system changes effectively.
• Analyze requests and incidents for trends, root causes, and repeating issues, and develop strategies to reduce support load.
• Utilize remote desktop tools, when authorized, to resolve user requests efficiently.

• Serve as the primary point of contact for coordination of service requests involving IT support teams, as well as with vendors of supported hardware and software.
• Maintain professionalism and develop positive relationships with customers, third-party IT providers, and other IT Teams.

• Ensure adherence to and, in collaboration with a Federal IT Manager, amend or develop standard operating procedures as needed.
• Maintain documentation and procedures to achieve high-level customer satisfaction and ensure documented service levels are met.

• Provide technical assistance either at the desk side or via remote technologies, as appropriate.
• Coordinate with IT support individuals and groups for services provided by those groups.
• Offer troubleshooting and "how to" assistance for IT products and software upon request.
• Support a variety of operating systems environments, including Microsoft Windows, Apple macOS, and Linux.

• Provide expert troubleshooting for wired and wireless network access issues for all supported user devices.

• Collaborate with Federal IT Manager on purchases of new or lifecycle equipment, warranties, and maintenance agreements, and assist with property management.
• Identify obsolete IT equipment and provide recommendations for replacement equipment, consistent with the customer agency’s standards and in accordance with NIH and HHS policies associated with End-of-Life systems.

• Seek creative and efficient solutions to ensure users’ endpoints are upgraded to current supported operating systems with minimal impact and downtime.
• Design and recommend an end-to-end Technology Refresh process for IT assets, ensuring continuous accountability and visibility into computer asset inventory.

Experience Required:

• Must have a minimum of 5 years of experience leading a technical team. 
• Analytical focus on continuous improvement and optimization of end-user support operations. 
• Strong experience with service, incident, and problem management.
• Must be proficient in configuring, supporting, and troubleshooting Apple macOS, Windows, and mobile devices.

Technical/Skills Required:

• Have demonstrated experience organizing and leading teams of help desk/service desk support personnel.
• Have demonstrated experience with the ITSM processes relevant to managing help desk/service desk operations.
• Have working knowledge of help desk software, databases, and remote control.
• Manage staff issues and staff scheduling.
• Oversee the completion and delivery of reports and deliverables for help desk/service desk operations.
• Develop and implement service desk SOPs.
• Serve as an internal and external escalation point for incidents and tickets.
• Ensure quality assurance throughout the entire scope of work execution.
• Proficiency in English.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Strong customer service orientation

Preferred Experience:

• Experience leading help desk/service desk operations in support of the Federal Government.
• Experience leading help desk/service desk operations at the Department of Health and Human Services

Education Required:

• High School or Associate’s Degree.
• Bachelor’s degree is a plus.

Certifications:

• Required:   ITIL certification, CompTIA A+ certification, Apple Certified Support Professional (ACSP) certification, Microsoft 365 Certified: Endpoint Administrator Expert certification, Microsoft Office Specialist: Expert (Microsoft 365 Apps) certification, and JAMF 200 certification.
• Desired:  CompTIA Network+, CCNA, and other hardware certifications are a plus, as are other industry recognized certifications. Experience with Unix would be nice to have.

Who We Are:

What We Can Offer You:

Our Mission:

Our Core Values:

EEO Statement:

E-Verify Statement