Information Technology Help Desk Manager

5 days ago

Bethesda, United States Forrest Solutions Full time

Job Title: IT Help Desk Manager

Join Our Dynamic Team

Are you an experienced IT Help Desk Manager ready to lead a talented team in delivering exceptional technical support? This pivotal role offers the opportunity to shape the daily operations of our IT help desk, ensuring top-tier service for our employees, clients, and partners.


Key Responsibilities:

  • Client Relationship Management:
  • Serve as the primary contact for clients, building strong, trusting relationships to understand their needs and deliver tailored solutions.
  • Proactively communicate to enhance client satisfaction and identify growth opportunities.
  • Technical Support Leadership:
  • Monitor key metrics such as ticket volume, resolution times, and customer satisfaction to drive continuous improvement.
  • Establish and uphold IT help desk standards and processes, ensuring compliance with organizational policies.
  • Provide technical guidance and escalate complex issues to ensure swift resolutions.
  • Operational Excellence:
  • Lead a high-performing team of up to 20 employees, fostering a culture of collaboration and exceptional service delivery.
  • Oversee daily operations, including client requests and issue resolution, while maintaining an organized IT environment.
  • Client Satisfaction and Value-Adds:
  • Conduct satisfaction surveys and proactively resolve client issues to maintain high levels of service.
  • Collaborate with internal teams to drive client-focused goals and introduce innovative best practices.
  • Compliance and Development:
  • Ensure adherence to contract terms and lead DEI initiatives, promoting an inclusive workplace.
  • Champion continuous learning and development, encouraging team members to expand their skills.

Position Requirements:

  • Bachelor’s Degree required; graduate degree preferred.
  • 3+ years of experience in IT Help Desk Management, with a proven record of performance improvement.
  • Strong leadership skills with the ability to build and maintain long-term client relationships.
  • Excellent analytical skills, with experience in performance measurement and workforce management.
  • Strong technical acumen, ideally within the legal industry.

Why Join Us?

  • Impactful Role: Play a critical part in enhancing client satisfaction and service excellence.
  • Growth Opportunities: We prioritize your professional development, offering resources for training and advancement.
  • Collaborative Environment: Work with a diverse team of professionals committed to delivering outstanding service.
  • Competitive Compensation: Enjoy a comprehensive benefits package and opportunities for occasional travel to our offices in Bethesda, Tysons, and Washington, DC.

If you’re ready to take on new challenges and drive exceptional service in a collaborative environment, we want to hear from you


  • Seniority Level
  • Entry level
  • Industry
  • IT Services and IT Consulting
  • Employment Type
  • Full-time
  • Job Functions
  • Other
  • Skills
  • Help Desk Support
  • Performance Measurement
  • Key Metrics
  • Customer Satisfaction
  • Performance Improvement
  • Workforce Management
  • Trusting Relationships
  • Communication
  • Continuous Improvement

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