Help Desk Manager jobs in Bowie, MD

Help Desk Manager

You...

Octo has an opportunity for a Help Desk Manager to lead helpdesk and desktop activities for one of our top federal health customers. As the Helpdesk Manager, you will serve as the primary technical and managerial interface for helpdesk and desktop activities as well as ensuring customer service is timely and accurate.

To be successful in this role, you should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc.), customer service, ITIL implementation, along with experience with ServiceNow.

Us...

We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client's missions.

Program Mission...

The program will provide desktop management and user support, to include computer systems, mobile devices, printers, and software, for several thousand government and contractor staff across the Maryland Metro area and those working remotely.

Requirements...

* Demonstrated ability to a large team of helpdesk and desktop staff to include managing, directing, and providing guidance to staff to ensure problem resolution and customer satisfaction.

* Demonstrated ability to manage, monitor, and report on relevant ServiceNow functions such as ticket creation, queue management/routing to the appropriate team, triage incoming tickets, ticket updates, ticket closure, ticket escalation, workflow creation and problem management, ServiceNow systems, and workflow testing.

* Experience with implementing and ensuring adherence to the most current ITIL processes and standards

* Experience operating a technology refresh program which provides desktop and laptop computer hardware including computers for new and current staff, and schedule periodic replacement of outdated and obsolete desktop and laptop computers, tablets, monitors, accessories, and PIV card readers.

* Experience with managing to, achieving, and reporting on Service Level Agreements (SLAs) and Operational Level Agreements (OLA).

* Experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.

* Experience working on multiple projects, simultaneously, in an IT support environment, troubleshooting problems on end-user hardware, software, and networks.

* Experience balancing the efficiency of support with maintaining the highest standard of quality and customer service.

* Experience and demonstrated ability to write clear and accurate technical and end user documentation (e.g., How To Guides; Standard Operating Procedures; Knowledgebase Articles).

* Experience with managing corporate processes for staff recruiting, hiring, onboarding, coaching, training, assessing performance, retaining, and offboarding.

Years of Experience: At least 7 years of experience in the helpdesk/desktop support field with at least 3 years of helpdesk management experience.

Education/Certifications: ITIL Foundations certification within three months of hire.

Locations: Rockville, MD/Maryland Metro Area.

Clearance: Ability to obtain and maintain an agency Public Trust clearance.