- 1-3 years in a Help Desk Support Management position in a large environment, Windows & Mac support
- ServiceNow experience required, implementations/administration experience preferred
- Familiarity with ITSM/ITIL processes
- A+ Microsoft Certification preferred
- Experienced managing team of 5-15
- Intune, JAMF, PC, Mac
-
IT Manager of Support
2 weeks ago
Working America Associa Washington, United StatesIT Manager of Support & Application Services · At Working America, we believe in the power of collective action. Our mission is driven by the stories of working individuals who, together, can bring about significant change. With a membership of four million voices, our reach spa ...
-
IT Support Manager
3 weeks ago
District of Columbia Housing Authority Washington, United States· ANNUAL SALARY: STARTING AT $124,305 · POSITION SUMMARY · This position directs and coordinates all end user technical support and internal customer service initiatives for the Information Technology Department (ITD) and aids the Director of Information Technology in formulati ...
-
IT Manager of Support
3 days ago
Working America Associa Washington, United StatesIT Manager of Support & Application Services · At Working America, we believe in the power of collective action. Our mission is driven by the stories of working individuals who, together, can bring about significant change. With a membership of four million voices, our reach spa ...
-
Deskside Support Manager
1 week ago
General Dynamics Information Technology Washington, United StatesThe world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all t ...
-
Deskside Support Manager
3 weeks ago
General Dynamics Information Technology Washington, United StatesThe world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all t ...
-
Deskside Support Manager
3 weeks ago
General Dynamics Information Technology Washington, United StatesReq ID: RQ163416 · Type of Requisition: Regular · Clearance Level Must Be Able to Obtain: None · Job Family: Help Desk · Skills: · Help Desk Operations,Information Technology (IT) Support,Technical Support · Experience: · 10 + years of related experience · US Citizenship Required ...
-
Incident Support Manager
3 days ago
Patriot LLC Washington, United StatesThe Incident Support Manager will play a crucial role in managing incidents, ensuring smooth operations, and continuously improving the incident management process to meet the client's expectations and maintain a high level of service quality in a 24x7x365 environment. · Require ...
-
Deskside Support Manager
3 weeks ago
General Dynamics Information Technology Washington, United StatesReq ID: RQ163416 · Type of Requisition: Regular · Clearance Level Must Be Able to Obtain: None · Job Family: Help Desk · Skills: · Help Desk Operations,Information Technology (IT) Support,Technical Support · Experience: · 10 + years of related experience · US Citizenship Required ...
-
Incident Support Manager
5 days ago
Patriot LLC Washington, United StatesThe Incident Support Manager will play a crucial role in managing incidents, ensuring smooth operations, and continuously improving the incident management process to meet the client's expectations and maintain a high level of service quality in a 24x7x365 environment. Requiremen ...
-
Deskside Support Manager
2 weeks ago
General Dynamics Washington, United StatesResponsibilities for this Position · Location: USA DC Washington - 100 F St NE (DCC087) · Full Part/Time: Full time · Job Req: RQ163416 · Type of Requisition: · Regular · Clearance Level Must Currently Possess: · None · Clearance Level Must Be Able to Obtain: · None ...
-
Incident Support Manager
2 days ago
Highlight Technologies Washington, United StatesHighlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of servic Support Manager, Manager, Sup ...
-
Support Operations Manager
3 weeks ago
Berkeley Research Group Washington, United States· Position at Berkeley Research Group, LLC · The Berkeley Research Group, LLC (BRG) Healthcare practice is ranked in the top 6 in the country by Modern Health Care. We provide financial and economic analysis of commercial contracts, health policy and provide litigation consulti ...
-
Incident Support Manager
3 weeks ago
Highlighttech Washington, United StatesOverview · Highlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of service quality in a 24/ ...
-
Incident Support Manager
3 weeks ago
Highlight Technologies Washington, United StatesOverview: · Highlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of service quality in a 24 ...
-
Workflow Manager Support
2 days ago
The Squires Group Washington, United StatesOverview : · Our client is an award winning global integrator. They are supporting a major branch of the Department of Defense and have a contract opportunity for a Workflow Manager Support to maintain leadership schedules, manage conference room schedules and provide front offi ...
-
Workflow Manager Support
5 days ago
The Squires Group Washington, United StatesOverview : · Our client is an award winning global integrator. They are supporting a major branch of the Department of Defense and have a contract opportunity for a Workflow Manager Support to maintain leadership schedules, manage conference room schedules and provide front offi ...
-
Recovery Support Manager
3 weeks ago
The Ark of DC Washington, United StatesJob Description · Job Description Salary: · POSITION SUMMARY · The ARK of DC SUD Recovery Support Manager develops and documents care plans for individual patients, tracking processes, patient self-management support, implementation of clinical practice guidelines and work proc ...
-
Incident Support Manager
5 days ago
Patriot LLC Washington, United StatesThe Incident Support Manager will play a crucial role in managing incidents, ensuring smooth operations, and continuously improving the incident management process to meet the client's expectations and maintain a high level of service quality in a 24x7x365 environment. · Require ...
-
Deskside Support Manager
3 weeks ago
General Dynamics Information Technology Washington, United StatesThe world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all t ...
-
Manager, Customer Support
1 week ago
OpenSpace Washington, United StatesWe appreciate being · recognized by experts · We're passionate about our work, our customers, and our colleagues. It seems to be working · A diverse team, united · in one cause · Work that's worth the work. The affordable housing crises, outdated infrastructure, aging power g ...
Information Technology Support Manager - Washington, United States - Planet Technology
Description
Help Desk Support Manager
Formal JO Description:
The Help Desk Manager plays a vital role in the Enterprise Technology Services department, overseeing and managing Tier 1 Help Desk and staff. Triaging and routing service tickets to technicians, and escalating service tickets to appropriate Tier 2 teams. This position is responsible for ensuring our KPIs and SLAs are met and ensures the Help Desk is operating effectively and are appropriately staffed. The Help Desk Manager provides supervision, leadership, and training within the team.
PRINCIPAL ACCOUNTABILITIES:
• Manage and supervise the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.
• Develop, review and meet service level agreements to continually increase customer satisfaction.
• Maintain liaison with all ETS division operations and services to keep abreast of policy and procedural changes; develop and review procedures for Help Desk operating/procedure manuals.
• Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems.
• Coordinate the development and review of service level agreements with other areas of ETS to continually increase customer satisfaction.
• Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
• Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other related duties incidental to the work described herein.
• The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
• Performs other duties as assigned.
MINIMUM REQUIREMENTS:
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or related certifications. Previous experience in a supervisory role. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.