Help Desk Manager

Location: Hybrid – Alexandria, VA

Years’ Experience: 12+ years of experience

Education: Bachelor’s Degree in Information Technology

Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Key Skills:

·         Help Desk Management experience required.

·         Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.

·         Experience supporting federal clients.

Responsibilities

·         Ensure adherence to client’s processes and OneStop SLAs, drive key performance metrics, manage workload across teams, and delegate tasks accordingly.

·         Develop and execute procedures for conducting end user satisfaction surveys in accordance with the service level requirements.

·         Maintain a continuous service improvement program that improves Help Desk service delivery.

·         Create, maintain, and monitor metric reporting to support service improvement and Help Desk service delivery.

·         Manage ticket queues and oversee Help Desk support.

·         Assigns unassigned tickets to the correct personnel.

Qualifications

·         Must be able to obtain and maintain a Public Trust security clearance.

·         12+ years of professional experience as a Help Desk manager supporting federal programs.

·         Bachelor’s degree in Information Technology or related field or equivalent professional experience.

·         Will need to be able to be onsite in Alexandria, VA as needed; otherwise, the role is able to be performed remotely.

·         Proficient in ServiceNow and provide continual service improvement support by improving existing processes, establishing new processes, and leveraging ServiceNow workflows and templates to increase operational efficiency.

·         Experience managing ticket queues and overseeing help desk support across all tiers

·         Has demonstrated experience driving key performance metrics, meeting SLAs, managing workload across help desk teams, and delegating tasks accordingly.

·         Customer service driven.

·         Excellent written and verbal communication skills.

·         Must be detail oriented.