Help Desk Manager jobs in Ellicott City, MD

IT Support Services Manager

Duration: 6-Month Contract – Strong likelihood of conversion to permanent during the contract

Location: Mostly Remote – The company is located in Baltimore but you will only be required to work onsite for emergencies, big events and important meetings. On average, you’ll be remote about 80% of the time.

Pay Range: $40/hr. During the initial contract / $90-100k/yr. upon conversion to permanent.

Responsibilities:

• Supervise day-to-day Help Desk operations.
• Monitor ticket queues and ticket resolutions for timeliness, accuracy, and completeness.
• Hands-on support required – Assist users with hardware and software questions and problems, field requests from users seeking technical guidance, diagnose problems.
• Mentor, train and support the Help Desk team and evaluate performance.
• Oversee the development, implementation and administration of help desk staff training procedures and policies.
• Provide onsite and remote support to staff when required.
• Onboarding \ Offboarding process
• IT Audits and Compliance
• Develop, maintain, and report on help desk performance and SLA.
• Document processes and procedures to guide help desk work.
• Participate in projects outlined by the Director of IT
• Management and coordination with MSP vendors.
• IT Billing and vendor management
• Software and hardware license and subscription tracking
• Inventory Management
• In conjunction with the Director of IT, coordinate IT operations in offices – including printers, conference rooms, AV equipment, connection
• Establish and enforce help desk service level agreements.
• Drive improvements through KPIs
• Identify problem areas & deliver solutions to enhance quality of service to prevent future problems.
• Meet with customers regularly to identify areas of improvement.
• Identify self-service technologies to make users more self-sufficient.
• Establish relevant end user trainings and deliver monthly.
• Establish and upkeep end user self-help documentation.
• Establish and upkeep IT Support knowledge base documentation.
• Ticketing System improvements and upgrades