Help Desk Manager

Help Desk ManagerPosition OverviewB&A is looking for a Help Desk Manager to oversee the daily operations of the IT help desk team, ensuring the delivery of high-quality technical support and exceptional customer service to end-users. This role involves managing support staff, setting performance goals, and implementing effective processes to resolve IT issues efficiently. The Help Desk Manager also plays a key role in aligning IT support with organizational objectives.Key Responsibilities Team Management: Recruit, train, and mentor help desk staff. Schedule and assign tasks to ensure coverage and timely resolution of issues. Monitor and evaluate team performance, providing constructive feedback and coaching as needed. Service Operations: Ensure timely response and resolution of user requests, incidents, and issues. Oversee ticketing system usage and maintain accurate records of support interactions. Develop and enforce help desk policies and procedures. Performance Monitoring: Track key performance indicators (KPIs) such as agent productivity and performance. Generate and present regular reports on help desk performance and trends. Customer Focus: Act as an escalation point for complex or unresolved issues. Foster a culture of customer service excellence and continuous improvement. Technology & Process Improvement: Evaluate and recommend tools and software to improve help desk efficiency. Stay updated on industry trends to enhance support operations. Collaborate with other departments to resolve systemic issues and implement solutions. QualificationsEducation & Experience: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 15 years of experience in IT support, with at least 10 years in a leadership role.Required Skills: Proficiency in help desk software and tools (e.g., Zendesk, Jira, ServiceNow). Program Management Professional (PMP) certification ITIL Foundation Certification or similar. Excellent communication and interpersonal skills. Proven ability to manage and motivate a team. Strong problem-solving and decision-making abilities.Clearance: Eligible to obtain a Public Trust clearanceMore About B&A:Notable ClientsB&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.Diversity, Equity, and InclusionB&A affirms its long-standing commitment to maintain a diverse workforce reflective of the communities in which it operates, strives to maintain a business culture that recognizes the contributions and interests of diverse cultural and social groups, and seeks to maximize employee efforts by understanding individual differences and perspectives.Benefits and ProgramsB&A is proud to offer full time employees a 100% premium paid medical plan option, which includes coverage for medical, prescription, dental, vision, life insurance, AD&D, disability, Teladoc, and accident insurance. In addition to these benefits, B&A employees enjoy paid time off, tuition assistance, B&A sponsored trainings and certifications, commuter transit benefits (SmartBenefits) for DC Metro full-time employees and a free subscription to a virtual exercise platform (NEOU).B&A has launched several programs to focus on employee engagement, wellness, and assistance.These include: The B&A Cares program: on-staff registered counselor, 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, wellness challenges, and more A formal mentorship program Job shadowing and cross training opportunities Brand Ambassador program Lifeworks Employee Assistance Program (EAP): engagement through guided wellness and peer recognition. Access to various support resources to include counseling, legal guidance, financial planning, and more Monthly virtual events B&A Annual Wellness Challenge: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, and #ExerciseDuringLunchWithB&A, and moreAt B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.EEOB&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.EEO is the LawAffirmative Action PlanAs a federal government contractor and based on Executive Orders and applicable laws and regulations, B&A develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans.B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.

Created: 2024-12-28