Help Desk Manager jobs in Rockville, MD

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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Integrated Help Desk Manager
  • CACI
  • Mclean, VA FULL_TIME
  • Job Profile: Technical Support M2JR Type: ConditionalJob Category:Information TechnologyMinimum Clearance Required to Start:TS/SCI with PolygraphPercentage of Travel Required:NoneType of Travel:NonePr...
  • 19 Days Ago

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IT Help Desk Manager
  • ViaPath Technologies
  • Falls, VA FULL_TIME
  • Overview ViaPath Technologies has an immediate opening in our Falls Church, VA office for a Help Desk Manager to support our IT Services Programs. In this role, you will be responsible for overseeing ...
  • 24 Days Ago

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Help Desk Manager
  • LCG Systems
  • Rockville, MD FULL_TIME
  • Job Classification Salaried Job Type full-time Category Service Delivery Location ROCKVILLE, MD 20852 US (Primary) Job Description LCG Inc. is seeking a highly talented Help Desk Manager, who is well ...
  • Just Posted

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Help Desk Manager
  • Octo Career Center
  • Rockville, MD FULL_TIME
  • 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 technic...
  • 9 Days Ago

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Manager - Help Desk
  • Maximus Services, LLC
  • Mc Lean, VA FULL_TIME
  • Description & Requirements The Help Desk Manager oversees the Help Desk support team and manages escalations from and builds relationships with business leadership and sets strategic direction of the ...
  • 9 Days Ago

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0 Help Desk Manager jobs found in Rockville, MD area

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Service Desk Manager
  • Totally Joined for Achieving Collaborative Techniques
  • Washington, DC
  • About Us: Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disab...
  • 3/28/2024 12:00:00 AM

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IT Director
  • Latitude, Inc.
  • Mc Lean, VA
  • This position is looking for someone who can work fully onsite and is a US citizen. This is a direct hire full-time posi...
  • 3/28/2024 12:00:00 AM

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Support OUSD Personnel and Readiness Infrastructure Support Management (PRISM)
  • SAIC
  • Alexandria, VA
  • Description SAIC is seeking qualified applicants in a diverse array of IT fields in the DC/MA/VA area to support the OUS...
  • 3/28/2024 12:00:00 AM

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F-35 Help Desk Specialist | Secret clearance
  • General Dynamics Information Technology
  • Arlington, VA
  • Transform technology into opportunity as a Help Desk Specialist with GDIT. A career in enterprise IT means connecting an...
  • 3/28/2024 12:00:00 AM

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IT Director
  • Latitude, Inc.
  • Dhs, VA
  • This position is looking for someone who can work fully onsite and is a US citizen. This is a direct hire full-time posi...
  • 3/27/2024 12:00:00 AM

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Enterprise Service Desk Manager
  • General Dynamics Information Technology
  • Falls Church, VA
  • We are currently seeking an Enterprise Service Desk Manager with who will provide oversight in areas including Call Cent...
  • 3/27/2024 12:00:00 AM

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Help Desk Technician
  • TIAG
  • Arlington, VA
  • TIAG is now hiring a Help Desk Technician to join our team onsite in Arlington, VA. Candidates must possess an active Se...
  • 3/27/2024 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

Rockville is a city and the county seat of Montgomery County, Maryland, United States, part of the Baltimore–Washington metropolitan area. The 2010 census tabulated Rockville's population at 61,209, making it one of the largest communities in Maryland and the third largest location in Montgomery County, after Silver Spring and Germantown. Rockville, along with neighboring Gaithersburg and Bethesda, is at the core of the Interstate 270 Technology Corridor which is home to numerous software and biotechnology companies as well as several federal government institutions. The city also has several ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$116,808 to $154,199
Rockville, Maryland area prices
were up 1.3% from a year ago

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