Help Desk Manager - Rockville
2 hours ago
Job description
We are looking for a leader to manage our Helpdesk support team across tier 1-3 services for commercial and federal clients in the DMV area.
This role will be focused on tasking out and running the technical support of our infrastructure. You will have the opportunity to grow in our tech stack, oversight on SOP's/Policies and autonomy to own your work
This is a smaller agile team that is looking for an individual who is constantly learning and growing in their career.
What you will do:
Manage service desk staff with technical issues, including projects
Provide service desk coverage and escalation (Tier 3) support
Develop training programs/resources, conduct training
Participate and contribute on the formal management of the Service Desk, including managing processes as well as the software platform
Create, implement, and enforce policies and procedures for Service Desk team based on ITIL guidelines
Track and monitor service desk requests, identify incidents and problems
Monitor and report on Service Desk SLA's; including ticket close rates, communications requirements to customers, etc.
Work with other IT department team members to escalate issues and provide seamless customer interface on issues
Interface with client IT management and InfoTech's management staff
Support special projects; participate in change control boards
Complete other duties as assigned
What you need:
In depth experience troubleshooting and working through Tier 3 issues including administration and engineering support of Microsoft infrastructure
Experience supporting a consulting environment across multiple clients
Proactive thinking, leadership and management attributes
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