Help Desk Manager jobs in Germantown, MD

Help Desk Manager

Location: Arlington, VA

LinTech Global Inc. is recruiting for a Help Desk Manager to support our contract at the DHA DHHQ in Arlington, VA.

Position Overview: This employee will be responsible for the IT Help Desk and the team, and its daily functions.

Job Responsibilities:

· Manage the help desk team and evaluate performance.

· Ensure customer service is timely and accurate on a daily basis.

· Recruit, train and support help desk representatives and technicians.

· Set specific customer service standards.

· Contribute to improving customer support by actively responding to queries and handling complaints.

· Establish best practices through the entire technical support process.

· Follow up with customers to identify areas of improvement.

· Develop daily, weekly and monthly reports on help desk team’s productivity.

· Provide customer feedback to the appropriate internal teams, like product developers.

Job Requirements:

· Education/certification: Associate’s degree or equivalent experience

· HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)

· Minimum 6 years of experience

· Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.

· Assist computer users with hardware and software questions and problems.

· This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.

· Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:

o (a) Pretest/pilot surveying; defining and refining the agenda

o (b) Survey database administration

o (c) Assessing reliability and validity of data

o (d) Determining proper survey data collection methodology

o (e) Oversees the production of reports and findings

Company Description: LinTech Global is an award-winning, ISO 9001:2008 certified business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits: Our robust benefits package includes Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement: LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.
All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request. http://lintechglobal.com/wpcontent/uploads/2017/09/poster_screen_reader_optimized.pdf

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Arlington, VA: Relocate before starting work (Required)

Work Location: In person