Help Desk Manager jobs in District of Columbia

Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Help Desk Manager
  • Iron Bow
  • Washington, DC FULL_TIME
  • Iron Bow Technologies has an immediate need for an experienced Help Desk Manager interested in a permanent, full time help desk manager opportunity in Washington, DC.

    The Helpdesk Manager (HDM) will be responsible for assigning Helpdesk tickets, reporting, quality assurance and metrics gathering using ServiceNow reporting tools. The HDM will serve as the primary interface with users for day-to-day support, leading problem solving efforts including extended research, root cause analysis, problem definition/solving and documentation particular issues with an application or service.

     

    Position Responsibilities:

    • Ensure that all calls are answered professionally and courteously
    • Primarily responsible to utilize the program of record (ServiceNow, Cherwell, ZenDesk, etc.) to optimize support, discover trends and continuously improve processes
    • Ensure skilled technicians are available on a shift who can diagnose problems quickly and record accurately, resulting in greater confidence by end users in the help desk
    • Reinforce and validate training and adherence to established processes
    • Foster an effective team by improving communication and cooperation within Tier 1-3 and implement applicable best practices
    • Leverage strong coaching and feedback skills to instill sense of urgency and motivate those under his/her leadership
    • Provide supervisory oversight and coordinate tasks with Government staff and sub-contractors
    • Work with Systems Development Life Cycle (SDLC) and Capability Maturity Model Integration (CMMI) methodologies
    • Support responses to special requests by executive level management and ultimately responsible for the Knowledge Base (KB) and in cases where USG personnel has ownership of a KB then HDM is responsible for training and usage by the team as well as capturing known issues & workarounds to be fed into the KB
    • Manage work in IT Operations environment, both immediate reactive issues and long-term strategic goals

     

    Candidate Experience Requirements:

    • Candidates must have ~10 years of IT Helpdesk experience to be considered
    • 5 years of IT Support / Help Desk management experience is required
    • Must have experience using ITSM tools (ServiceNow, Remedy)
    • Candidates should be comfortable with building, maintaining and using robust Knowledge Base
    • ITILv3 certification is highly preferred
    • Experience using automated tools such as Microsoft Office and ServiceNow to communicate and present ideas, information and reports
    • Able to schedule, track projects using MS Project Gantt charts and Work Breakdown Structures
    • Knowledge of common IT applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards
    • Must have excellent verbal and written communication skills, phone etiquette, be customer focused and service oriented, attentive to details and act with professionalism at all times
    • Proven ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
    • Exceptional customer service skills including the ability to focus on building customer relationships and responding to customer needs is needed
    • Demonstrated leadership experience managing personnel across multiple functional task areas
    • Candidates must be able to obtain a Public Trust level clearance – US Citizenship required
    • Desired Certifications (preferred but not required)
      • PMP
      • MCP (Microsoft Certified Professional)
      • CompTIA A
      • HDI certification (Ex. Support Center Manager or Desktop Support Manager)
    • A Bachelor’s Degree in IT related field is required to be considered

     

    Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach, and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


    About the Company:
    Iron Bow



    Industry:
    Computer Software


  • 19 Days Ago

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Help Desk Manager
  • Iron Bow Careers
  • Washington, DC FULL_TIME
  • Welcome to Iron Bow’s career page. We are glad you are here. Iron Bow Technologies has an immediate need for a Helpdesk Manager interested in a full-time, permanent opportunity in Washington, DC Iron ...
  • 11 Days Ago

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Help Desk Manager
  • Iron Bow Technologies
  • Washington, DC FULL_TIME
  • Welcome to Iron Bow's career page. We are glad you are here. Iron Bow Technologies has an immediate need for a Helpdesk Manager interested in a full-time, permanent opportunity in Washington, DC Iron ...
  • 11 Days Ago

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Help Desk Queue Manager (Task Lead)
  • Harmonia Holdings Group LLC
  • Washington, DC FULL_TIME
  • Harmonia Holdings Group, LLC is an award-winning minority and female owned federal government contractor committed to providing innovative, high-performing solutions to our government clients and focu...
  • Just Posted

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Help desk
  • Insight Global
  • Washington, DC FULL_TIME
  • Job Description The help desk technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals. Manage customer support r...
  • 28 Days Ago

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Help Desk Specialist - ONSITE
  • NFF Inc
  • Washington, DC OTHER
  • About NFF Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and ...
  • 18 Days Ago

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IT Help Desk Manager
  • PDC Technologies
  • Fort Lauderdale, FL
  • Job Description Job Description The IT Helpdesk Manager is responsible for providing leadership for the IT helpdesk staf...
  • 3/28/2024 12:00:00 AM

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Help Desk Manager
  • Bibliotheca
  • Oakdale, MN
  • Company Description For over 50 years, Bibliotheca has been partnering with libraries worldwide to reimagine how they fu...
  • 3/28/2024 12:00:00 AM

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Help Desk Manager
  • Anchor Point Technology Resources
  • Indianapolis, IN
  • Job Description: The Helpdesk Manager is a driven, organized, and energetic individual looking to make an impact. The He...
  • 3/26/2024 12:00:00 AM

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Help Desk Manager
  • Ledgent Technology
  • Oakdale, MN
  • Summary: We are seeking a talented and experienced Help Desk Manager to join our team. The ideal candidate will have 3-5...
  • 3/25/2024 12:00:00 AM

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Help Desk Manager
  • Saxon Global
  • Plano, TX
  • Our Client is looking for HelpDesk Manager Role, who has got some experience in Project Coordination Due to the Nature o...
  • 3/25/2024 12:00:00 AM

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Help Desk Manager
  • Steel Warehouse
  • South Bend, IN
  • Job Summary: As a Help Desk Manager, you will lead a team of skilled support professionals dedicated to providing except...
  • 3/24/2024 12:00:00 AM

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Help Desk Manager
  • Segrera Associates
  • Responsibilities Oversee and Manage Dispatch and Service Desk Team Contribute to the creation of standards and best prac...
  • 3/24/2024 12:00:00 AM

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Help Desk Manager
  • Leidos
  • Camp Springs, MD
  • Description The Leidos Digital Modernization sector has an opportunity for a Help Desk Manager supporting Air Force user...
  • 3/15/2024 12:00:00 AM

Washington, D.C. is located in the mid-Atlantic region of the U.S. East Coast. Due to the District of Columbia retrocession, the city has a total area of 68.34 square miles (177.0 km2), of which 61.05 square miles (158.1 km2) is land and 7.29 square miles (18.9 km2) (10.67%) is water. The District is bordered by Montgomery County, Maryland to the northwest; Prince George's County, Maryland to the east; Arlington County, Virginia to the south; and Alexandria, Virginia to the west. The south bank of the Potomac River forms the District's border with Virginia and has two major tributaries: the An...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$116,949 to $154,385

Help Desk Manager in La Crosse, WI
We are looking for a very proactive and customer-service oriented manager that has strong project management skills and can bring structure and consistency.
January 17, 2020
Help Desk Manager in Youngstown, OH
We are seeking a Senior Help Desk Manager to join our proposal supporting Department of State Information Technology Enterprise Operations Support contract.
January 18, 2020
Help Desk Manager in Bremerton, WA
CA Service Manager offers integration with the following business systems and applications.
December 06, 2019