Help Desk Manager

The Help Desk Manager will provide daily supervision and direction to Help/Service Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels. This individual will be responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating policies, purposes, and objective of the contract Statement of Work to the team's assigned staff. The Help Desk Manager reports to the Program Manager. Responsibilities include, but are not limited to: * Promote a service-oriented culture within the Service Desk. * Manage Service Desk personnel in the performance of daily responsibilities. * Maintain the SOPs used within the Service Desk. * Managing Service Desk ticket workflow. * Coordinate changes with incident and problem management processes. * Define and implement new or improved operating practices. * Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels. * Addressing areas where Service Desk service level targets have not been met. * Respond to instances of customer dissatisfaction and make appropriate recommendations for improvement. * Delivering management level reporting. * Managing the Service Desk incident process, including queue management, problem management, ticket life cycle management, ticket closure, root cause, trending, knowledge management. * Ensuring efficient flow of tickets through Tiers 1 - Tier 3. * Producing management information, including Key Performance Indicators (KPIs) and reports, and performing trend analysis. * Tracking incidents escalated by the service desk to other queue owners and monitoring for closure / coordinate activities between multiple support groups to ensure Service Desk incidents are resolved. Required Experience * Minimum 5 years of experience managing enterprise Service/Help Desk operations and supervising personnel in an environment similar in size and scope with stringent SLAs. * Thorough knowledge fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows and Mac), printers, mobile devices, Windows 10 and 11, Active Directory, SharePoint, Teams, and O365. * Demonstrated excellence in performing Incident and Problem Management for organization of similar size and scope. * Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation. * Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment. * Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology. * Experience supporting high priority and VIP tickets * Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff. * HDI Help Desk Manager, Desktop Support Manager, or Support Center Manager certification is required. * Must have one or more of the following or other relevant certifications: MTA, MCSA, MSCE, ACSP, Microsoft Endpoint Administrator, Associate in Project Management. * ITIL v3 Foundations or ITIL 4 certification is preferred. * Must be able to obtain agency suitability clearance prior to start date.

Created: 2024-12-28